-Customer service is very important not only for customer satisfaction but for company benefits.
-It not enoughto hear customers’ complaints but complaints should be addressed by company representantives.
-Complaint/ feedback
company like feedback but not complaints.
- Customers want the company to apology and to fit the problem.most of customer representatives transfer complaints around but not solve the problem.
-call 800number is expensive for company but free for customers.
-One of the problems with outsourcing is language and sometimes geographic.
-there is other online customer service alternatives to ask questions and get information such as live chat and FAQ.
- FAQ- cheaper
-cost- quality
-how improve customer service online.
time
improve quality in the experience
One Comment
My company is working with ecommerce companies by providing live chat support. The reason is the language barrier with offshore customer service is easily overcome by offering live chat support. One agent is able to offer customer service support to up to 3 clients at the same time without the use of telephony.