As pointed out throughout our material web strategy is primarily based on maximization of the return on investment all things web related.
This also includes the reduction of costs involved therein.
Statistically over 25% of the world’s population has access to the internet.
Another statistic reveals that a majority of these users prefers solving problems related to products or services online as opposed of picking up the phone and reaching out to a call center.
These are obvious signs that good customer care concepts are out there and present a real alternative to your customers and clients.
However, a lot of companies cling to and invest too much effort into their call centers as opposed of shifting at least parts of their effort to more cost effective online solutions.
The most effort in a customer self service solution should be devoted to usability because if the client does not find what they are looking for or the information is unsatisfactory or incomprehensive they will pick up the phone, thus producing costs.
Another factor which is neglected in many existing concepts is that most customers or potential clients will utilize search engines to get to the help/service section of a company.
As a result of that they may end up in a proprietary discussion board or forum, which is something your organization should try to prevent because of misleading information which may be contained or spread therein leading to a damage of reputation.
Our dedicated and individual concepts will help you reduce costs for customer service with or without considering your existing call center solution.
Recommended Reading
—– Specific —–
Web Strategy Advanced Website Design
Customer Self Service Concepts
Preemptive Online Reputation Management
Web Based Political Campaigning
—– General —–
The Web Tactician, Lars Hilse’s Blog on the Digital Economy.
Case Studies, revealing the successes by Lars Hilse and his companies.
Recommendations, for Lars Hilse and his associates and companies.
Adding the E to your Business Strategy, the book by Lars Hilse covering a variety of issues involved in E-Business.
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