http://www.internetretailer.com/dailyNews.asp?id=9776
“Because most people are helping themselves to information online, the team has more time available for those whose enquiries require the resources of a consumer service representative” Tobin says.
Right. More like “We downsized our customer service staff by 90%, so pity the fool that actually picks up the phone”. Also, obviously missing from this rave review/ROI of web-enabled customer service is any data from the users it’s inflicted upon. Are they happy with it? Are they getting answers in a satisfactory manner? These types of decisions can put brands at risk in the long term.
What, me cynical about online customer service? Nah!
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