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Single-Stop Customer Service
The never-ending Customer Support Interaction
How many times have you been on the end of what seems like a never-ending telephone call with customer service? Familiar isn’t it! You have a complex problem and one CSR shuttles you to another ‘senior’ resource who in turn needs a ‘manager’ with more discretion. By this time, you are just about ready to drop the entire thing!
Why Companies use multi-level support teams
To contain costs, many companies maintain multiple levels of customer service representatives; the majority are relatively low paid, low to medium skill employees who receive little training. Further, they are given little discretion to tackle unusual cases.
A very small number (perhaps about 10%) are the highly skilled and well paid employees to whom the tougher queries get escalated. Customers usually need to go through the Level 1 CSR before their problem is escalated to Level 2. This wastes time and irritates customers who do not understand why they must explain the problem to multiple people, or wait on hold until the level 1 CSR explains (or wrongly explains!) the issue to another CSR.
Using Technology to route Customers Instantly
With smart query technology, such levels are eliminated – a company can afford to hire a small number of highly qualified people since all the routine queries get answers retrieved from the Q&A database. Every customer who needs it is instantly directed to the right resource.
The One-To-Many Customer Service Model: Leverage Your Time and Experience
If you run an online ecommerce store watch this video and find out how to boost sales while lowering your cost by simply running your business more efficiently.
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Convert Website Visitors Into Leads, Build Trust Through Online Customer Service And Then Convert Them Into Sales… All Automatically!
Have you ever asked yourself how does your current sales funnel interact with your prospects? If it’s like most sales funnels out there it is simply a process of pushing information about your company, product or service to your market. The problem with this approach is that online consumers are demanding more these days. They […]
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Increase Online Sales –Put Your Best Face Forward With Outstanding Online Customer Service
It always surprises me that online customer service is often times the afterthought of many businesses, Something they to throw in at the last minute to cut down on customer complaints, returns and bad PR. But if you want to increase your sales, you need to look at the main ingredients that make up a […]
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Generating Qualified Leads and Sales Through Your Online Customer Service
Did you know that great customer service is actually an essential part of any good sales funnel? It can actually convert cold traffic into qualified leads and buyers, faster than even a carefully scripted sales message can. Why? Because before anyone subscribes, buys, or signs up for your product or service they need some basic […]
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