tag:blogger.com,1999:blog-5748942097868653961.post1123701292472994829..comments2023-09-28T08:49:52.002+01:00Comments on usability ed: The cost of customer serviceNeil Allisonhttp://www.blogger.com/profile/14174932446844881269noreply@blogger.comBlogger4125tag:blogger.com,1999:blog-5748942097868653961.post-10618780358682212102011-07-16T09:22:29.306+01:002011-07-16T09:22:29.306+01:00Robert - "no business pays per interaction or...Robert - "no business pays per interaction or call" - true, but they do measure the cost of interactions in this way.<br /><br />Additional channels bring extra costs; however different channels have their own strengths and weaknesses, so surely the challenge is to make best use of each? Generic, frequently undertaken tasks or enquiries are best served by the web; less frequent or more personal enquiries are of course best served in person or on the phone.<br /><br />The web can't do everything, but if you're employing people to give the same information out over and over again, this can't be a good use of resources.<br /><br />I think the challenge facing most organisations is how to get the knowledge and experience of the customer service representatives integrated into the website content management process.Neil Allisonhttps://www.blogger.com/profile/14174932446844881269noreply@blogger.comtag:blogger.com,1999:blog-5748942097868653961.post-40829450907432145082011-07-16T09:10:08.862+01:002011-07-16T09:10:08.862+01:00Martin - I suppose it depends what a person's ...Martin - I suppose it depends what a person's "real needs" happen to be. If your organisation finds itself answering the same queries over and over again then these could be potentially delivered by a website. The more you deliver quickly and conveniently via the web, the more time customer service reps have to deal with the unique enquiries. If your customers are visiting your website to get contact details to make an enquiry, perhaps they'd prefer an immediate answer online in the first place?Neil Allisonhttps://www.blogger.com/profile/14174932446844881269noreply@blogger.comtag:blogger.com,1999:blog-5748942097868653961.post-26341921585003565842011-07-14T03:07:02.381+01:002011-07-14T03:07:02.381+01:00...except no business pays per interaction or call......except no business pays per interaction or call, rendering this "finding" irrelevant and misleading. Additional channels mean incremental costs.Robert Bacalhttp://customerservicezone.comnoreply@blogger.comtag:blogger.com,1999:blog-5748942097868653961.post-72175192568430486492011-07-04T22:00:26.174+01:002011-07-04T22:00:26.174+01:00I wonder if the cost of web based customer service...I wonder if the cost of web based customer service is significantly cheaper vs phone or in person because its much harder to ignore a person's real needs while you are actually talking with them.Martin Boycehttps://www.blogger.com/profile/05550567367127437402noreply@blogger.com