There's an excellent article by Michael Schroeck in
Forbes Magazine that I promise wasn't written by me, but it's similar to what we preach here at
GetHuman.com. While we encourage everyone to read it, the article essentially states that companies are becoming more invested in their call centers because it's much easier and cheaper to retain a customer, than it is to add a new customer. Ever wonder why when you call a company, the IVR asks for your phone number, only to have the live agent ask you the same questions once you start speaking to them? It's because companies are trying to better match you up with a customer service agent who can actually help you. More companies are investing in real-time analytics that will pull up pertinent information for the customer service agent so they can better service your needs, as opposed to listening to your needs, then transferring you to the proper department. Matching customers to helpful agents decreases time on the phone, provides more efficient answers, and it keeps customers happy. We say it all the time, but it's worth noting, this isn't rocket science, it's just good business. Thank you
Forbes Magazine for agreeing with us.
We live in a customer-driven economy. Customers who don't like the service or products of one company can easily search and click for the same product to purchase from someone else. Without boring you with a speech about long-tail economics, the important take away to note is that it's important not to forget that companies need you, not the other way around. You have the choice about where to do your business, because ultimately, it's your hard earned money that you are going to spend. We love seeing articles like this one because it's proving what we always preach, that companies should be doing everything to gain your business, but also to retain your business. Happy customers are more willing to return for service or add other products sold by the company, and it's great to see that companies are finally starting to realize this. Call center's and IVR's used to be the bane of many consumer's existence. But companies are now trying to turn a weak spot into a strength as they are now able to directly see how much an effective call center can help their bottom line.
Go read the article. It's terrific. Here's the
link.
Forbes Magazine Phone Number & Customer Shortcuts, Ratings & More ›
Posted by GetHuman on Wed, 16 Mar 2011 3:04pm