Customer Service Is Everyone’s Job

A completely novel solution

Every business is different; the customers in every industry are different. What works in one situation may not in another. Sometimes, businesses may have go in for a completely novel solution – if that is what will meet the needs of customers.

Kayak.com – everyone does customer service here

Kayak.com, the travel comparison website went in for an unusual arrangement where customer service was concerned. Kayak implemented an online database that divides feedback from customers evenly among all of the company’s employees.

With a small number of queries divided up among employees, each of them has the time to respond to customers very quickly. The database also tracks reaction times as well as the airlines to which the most complaints are related.

Where customers get the right resource

Using this system, Kayak has significantly reduced costs on a large CSR team. But, it’s not just about the costs.

Kayak operates in a competitive industry – there are many websites offering travel deals and comparisons. With this system, Kayak also ensured that customers are attended to by highly motivated employees who “know” the business rather than an impersonal outsourced customer service centers that use call scripts.

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.

[Read on...]

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 […]

[Read on...]

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 […]

[Read on...]

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 […]

[Read on...]