Re: [IxDA Discuss] Online customer service saves call center costs?
You could always outsource this. A friend of mine outsource her customer service to online desk or odesk. She was able to hire somebody from the Philippines for 1-5 dollars/hour, just make sure you choose the right person, who understand the business, who communicates well and who had experienced. Signature: Telling stories with right storyboarding presentation together with PowerPoint presentation is like owning a printing press and printing your own currency. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Posted from the new ixda.org http://www.ixda.org/discuss?post=43839 Welcome to the Interaction Design Association (IxDA)! To post to this list ... disc...@ixda.org Unsubscribe http://www.ixda.org/unsubscribe List Guidelines http://www.ixda.org/guidelines List Help .. http://www.ixda.org/help
Re: [IxDA Discuss] Online customer service saves call center costs?
Hi Elizabeth: A starting point - "Customer Support on the Web: Don't Call Us, We'll Call You" With some references at the end of the article - http://www.uxmatters.com/mt/archives/2007/11/customer-support-on-the-web-dont-call-us-well-call-you.php rgds, Dan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Posted from the new ixda.org http://www.ixda.org/discuss?post=43839 Welcome to the Interaction Design Association (IxDA)! To post to this list ... disc...@ixda.org Unsubscribe http://www.ixda.org/unsubscribe List Guidelines http://www.ixda.org/guidelines List Help .. http://www.ixda.org/help
Re: [IxDA Discuss] Online customer service saves call center costs?
Thanks guys. Well even really I was looking at even simpler solutions and supporting data, mainly with an aim to justify/explain/promote spending on website maintenance and development during the recession what with budget cuts and all. Clearly a website that is neglected causes a huge amount of frustration and reflects badly on the organization whereas one that is maintained and continually improved can offer a large number of visitors basic information, avoiding the need for them to call. However, although this may seem logical to lots of us, not everyone sees it that way especially when they see the year's budget! :o . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Posted from the new ixda.org http://www.ixda.org/discuss?post=43839 Welcome to the Interaction Design Association (IxDA)! To post to this list ... disc...@ixda.org Unsubscribe http://www.ixda.org/unsubscribe List Guidelines http://www.ixda.org/guidelines List Help .. http://www.ixda.org/help
Re: [IxDA Discuss] Online customer service saves call center costs?
Hi Elizabeth, At my company, we integrated RightNow web solution a while ago. I can't tell you exactly how much money we save, but it works not bad at all. You can see here some examples that make sense: http://www.rightnow.com/crm-suite-web-self-service.php I don't know if it's possible to find out exactly how much you can save, because that would depend on license, development and integration cost, chosen solution, implementation method and many other aspects. Good luck, Julia. Israel Tour Online http://www.israeltour-online.com . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Posted from the new ixda.org http://www.ixda.org/discuss?post=43839 Welcome to the Interaction Design Association (IxDA)! To post to this list ... disc...@ixda.org Unsubscribe http://www.ixda.org/unsubscribe List Guidelines http://www.ixda.org/guidelines List Help .. http://www.ixda.org/help
Re: [IxDA Discuss] Online customer service saves call center costs?
I assume you mean automated systems, not paying someone to answer emails versus answering the phone. It comes down to implementation. But don't expect more than a 10% drop overall. And that is if you've done really well. There are a lot of reasons for this, but the primary one is that if you answer every possible issue on the site, it becomes hard to find the right answer. And if you only answer the big ones, you still get all the questions you didn't answer. On top of this, there are many reasons someone needs to talk to a real person. Not the least of which is trying to get a better deal through haggling. People will always want the chance even when a company really and truly doesn't budge from posted prices. There are a few theories out there that could potentially eliminate all standard questions from phone costs. But they all still require the users to: Come to the site, Bother with the system, Be self reliant. That is a lot to ask from your users and only the middle one can be fixed. (By not posting your phone number until they have attempted to use the system) But it comes at the cost of potential business. Until AI gets to the point where it can parse natural language, preferably vocally, customer service is going to need humans on phones. If you aren't a large company, you likely won't save enough by building a system to account for it. Out-of-box solutions often pay for themselves, if only due to their low cost. However, they still require training the system to know what questions to answer. Anyway, that's my two cents. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Posted from the new ixda.org http://www.ixda.org/discuss?post=43839 Welcome to the Interaction Design Association (IxDA)! To post to this list ... disc...@ixda.org Unsubscribe http://www.ixda.org/unsubscribe List Guidelines http://www.ixda.org/guidelines List Help .. http://www.ixda.org/help
[IxDA Discuss] Online customer service saves call center costs?
Good morning! Does anyone please have/know where to find up-to-date info on how much a website can save a company money by reducing the number of calls made to customer service? Or a comparative of online customer service costs vs telephone. I know I've seen stuff like this somewhere, if only I knew where now! Regards Welcome to the Interaction Design Association (IxDA)! To post to this list ... disc...@ixda.org Unsubscribe http://www.ixda.org/unsubscribe List Guidelines http://www.ixda.org/guidelines List Help .. http://www.ixda.org/help
