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Improving Online Customer Support
from:In today's customer centric economy, companies have to push forward a lot in providing great experience to its users both at the time of purchase as well in terms of providing after sales support. Most of the significant players in the market do realize this. Companies like Microsoft, Dell, Apple, Novell, HP etc. are investing heavily in developing new solutions for providing optimal support for customers so that they use their products happily translating into repeat sales.
Online customer support is one important facet of this whole support forefront of a company. With increase in Internet penetration, the first level of support that customers seek is online support. A manufacturer's website is the first place where customers look for solution to their minor as well as major problems. So optimizing the customer’s experience is a key thing for any company seriously interested in increasing its business footprint.
Most of the companies today provide some basic support options on their websites. This starts with a knowledge base section containing articles and solutions featuring the solutions that have been previously found as well as tutorials, walkthroughs, videos etc. This knowledge base is good but only if it’s been properly categorized and written in easy to understand language as at least 50% of the users that come online lack proper technical knowledge of the product, and this is true for things like developer tools also, rather than being limited to consumer devices. Apart from that, providing a balance between written text, pictures, animations and videos is also a key aspect to make the information actually useful. Topics should be linked to other similar topics as sometimes this eventually leads many confused users to a proper solution. The FAQ section of the site also should provide a balanced and useful briefing for questions rather than one line answers to prove their worth.
Live Chat and Ticketing systems are also used traditionally for support purpose, but the promptness in the availability is an issue which should be tackled for sure by the company otherwise it defies the whole purpose of it and frustrates the user more than anything else.
A support application which could run on the user’s system to collect basic information about it and send it to the support staff instead of asking user and annoying him is also a great option. This is being exercised by many companies now like Dell and Apple. One step forward in this direction could be automatically correcting minor problems and fine tuning the system from time to time as well as alerting user of updates available on website and critical problems.
Home Online Customer Service Jobs Specific links
Home Online Customer Service Jobs News
Jobs at Nearby Home Depot - Patch.com
Jobs at Nearby Home Depot Patch.com Nathan Deal announced The Home Depot would open the $24 million national customer service call center in Kennesaw, bringing nearly 700 new jobs to the area. The center is expected to be fully operational later this year. Senior Business Analyst (posted ... |
Stay at home if it works for you - The Australian
Stay at home if it works for you The Australian "There are more jobs than people and the only way we are going to attract people to our organisation is by being flexible." Justin Morris has been a customer service consultant for Aegis working on its Jemena account for more than four years. |
Extend Health Bringing 500+ Jobs to Richardson, Texas - EON: Enhanced Online News (press release)
Extend Health Bringing 500+ Jobs to Richardson, Texas EON: Enhanced Online News (press release) “I am delighted to welcome Extend Health to Richardson and look forward to the jobs it will bring to our community. Extend Health's choice to make North Texas home to its new service center is a testament to our highly talented workers and ... |
Home-Tech Launches New Jobs Section on Website - Naples Daily News
Home-Tech Launches New Jobs Section on Website Naples Daily News The site allows interested applications to review positions in the following categories: Experienced In-Home Air Conditioning/Appliance Technicians, HVAC Installation, Apprenticeship Program, Customer Service, Appliance Showroom sales and support, ... |
Bringing tech jobs back to US shores - Crain's New York Business (blog)
Bringing tech jobs back to US shores Crain's New York Business (blog) ... who want to bring help-desk and other IT functions—about 2000 jobs so far (135 in New York)—back home. Recently, Mr. Lippman explained the shift. Why are more companies now deciding to buy your tech services here at home rather than outsource? |