A Standard Customer Support Procedure
It’s just a waste of time!
That is what many customers end up saying when placed on the other end of a routine customer support procedure. Frustrated customers hanging up or yelling on the phone are all part of the day for most CSRs. Both parties end up feeling annoyed and de-motivated.
Are Web-Based Systems The Solution?
The Golden Age of the Internet
When the first Internet explosion occurred in the late 1990s, it was tempting for businesses to think of the web as a catch-all medium. It seemed as if there was nothing that the new kid on the block couldn’t do!
With time has come the sobering realization that an effective customer support strategy and implementation is critical, although web-based tools can make a significant difference.
Why Companies Let Their Customers Down
A Slip between the Cup and the Lip
Think about it for a moment. Everywhere, there are tomes written on how businesses revolve around the customer, how customer-centric marketing is the key to success. Yet, rarely is this ever implemented. Disgruntled customers are far easier to find in most industries than satisfied or loyal ones. Why should this be?
