J. Dyche, The CRM Handbook, A Business Guide to Customer Relationship Management (Kaspars)

J. Dyche, The CRM Handbook, A Business Guide to Customer Relationship Management (Kaspars)

October 28, 2008, 9:49 pm
Filed under: Practice, Theory

Web-based Self-Service

From my opinion it is very important service to company because you can find all necessary information at companies homepage. Company where I work, they use this service all the time because it is convenient to customer to check the information by himself just putting the right information where it is needed. Everything is created very simple and easy to understand. Other thing is that customers can see promotions or other interesting information nearby the thing he is doing that moment. Very big companies usually can’t provide good call-center service and other thing is that often customers are asking the same questions over and over again, so at your website you can create FAQ (Frequently Asked Questions) which customer can easily find. Some companies create even top 5 of them. In company where I work, they use the same system. You can find FAQ section and see the main questions. We have 24-hour helpline in case of problems and reservation telephone. These 2 are very important issues at my company.

People are willing to find any contacts in homepage if they have any questions or problems. That is very important that they can find it easily.

Some companies are providing person to person – electronic support like online chat. In my company we don’t have such things and we don’t need it. You can contact our company through e-mail and I think that it is enough. If you have some more important question, you can always find our telephone at homepage and call, but usually we solve client problems through e-mail.

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