Are Your Online Support Tools Ruining Your Business?
— Guns are dangerous – as well as useful weapons. Online customer support tools – such as Chat can also be useful… or dangerous. Here’s one example of what NOT to do.
This same principal needs to be applied to Online Customer Service tools. Customer Service is one of the most important – and certainly the most “delicate” thing that impacts the customer (or ownership) “experience”. And the “ownership experience” is what shapes the Brand. And companies live and die by how well their Brand does (just ask Apple).
Companies have the ability to acquire numerous and excellent Customer Service “weapons”. Online Chat. Automatic “problem resolution” engines. Social Media filtering and dashboards. Multi-channel helpdesk. Moderated Forums. Knowledge-bases. And so on.
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Note: Hollis Tibbetts works for Dell, Inc.