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.
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