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  "Our Take"

(Past Editions by: Date, Title, Topic)

 
About "Our Take" 
"Our Take" is a collection of daily vignettes covering a wide range of CRM topics. It's an attempt to add our own spin to the world of CRM. We will use the column to share our perspectives, opinions, epiphanies, web nuggets, or quite frankly anything that moves us. Get ready to expect the unexpected. And, don't be shy about sharing your thoughts.
 
 
8/8/06 - Support That Works
Let's talk about self service. I'll try not to rant but why doesn't self service work better? This seems to be a common question in many companies today.
 
One reader wrote, "Too many companies implement online support systems -- typically a searchable knowledge base -- and pay very little attention to what a poor job that system does in fulfilling customer needs. Customers on the other hand DO notice. Jupiter reports that despite a strong customer desire to resolve problems via the internet, 92% of support volume still is handled via phone support. Self service solutions have been implemented in various flavors for the past 13 years. In general, it still stinks."
 
Customers have certainly voted. If more than 9 out of 10 customer service interactions are still handled via the telephone when so many powerful alternatives exist, something is not right. Do you agree?
 
Gary Lemke, Publisher
(Share your thoughts)
 

 
 

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