We´re all online. We´re all connected with many people on Facebook. We know how to handle it, we are familiar with the soft buttons to push just to get what we want and need.
It´s about 25 years ago when I was working in the call-center of a world wide selling company. I was in touch with Kuwait, South Africa, Chicago, Europe and even Singapore. We sold spare-parts to all those countries. It was THE time of the facsimile (fax) and telephone to get in touch. In the late 80´s we decided for the European market to be reachable daily within 10 hours, and a few years later we started shipping parcels within 24 hours via DHL.
But that´s long ago. In the meantime the IT technology run ahead and took its place almost everywhere, offering all kinds of programs to connect customers with their next potential product. Internally, the IT offers programs to connect departments and create the relevant controlling. It has the effect of an internal customer-service, necessary for big companies, and relevant for small businesses.
I was wondering the other day how to improve the customer-service of companies who have internet presence which is daily active. No, I don´t think of a blog, I think about a service which is taylor made for the company and its products, connecting customers in a way which is most familiar with…..
I thought about a platform like Facebook: easy to handle for everyone, visible and reachable to those who need advice. A service-page created like or even BY Facebook, offering a companies employee with their special expertise, each on a single FB-page. Instead of a personal photo (why not a photo?) it may have an ICON or the product itself, so every consumer has an easy choice of whom to get in touch with. And get a quick answer. I think it´s even more comfortable than calling!
If the problem is hard to describe, the customer has the opportunity to post a photo or a description, maybe a short report or a link to a short video (maybe limit this alternative by 1 min.).
What if the customer gets an easy access to ask and receive a reply within a few minutes or 1 hour? Isn´t this what a company should offer? Of course this could be done in a way that others can´t see the information exchange, or if agreed share their info as an option.
I think this is a great kind of platform for a quick customer-service. It will be easy to create, install and offer, easy to access, and be more professional than a simple help-yourself-forum or call-center….. or is it running somewhere already? Please leave a comment –
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rita jaskolla – Leadership Architect –