Fed up with my usb-internet device, I’ve been trying to connect with the customer care executives of the company behind it. Its only a pity that all my attempts have proved futile so far. For a product which is essentially an ‘internet access device’, can’t we create multiple channels for customer interaction or try to think of a more smoother process for customer interaction ?
The only way for the ‘customers’ to reach out to these companies is via a ‘telephone’ which under most circumstances eats a sizable amount of time for an average IT executive. Apart from the usual wait involved there are cases where the customer-care execs. are from a different city. (local calls don’t work then )
With the growth of web there are a variety of tools at our disposal with each one of them having its own purpose. It is just that the organizations need to use the fit ones. A lot of companies provide web-based support on the go in the form of IM.
Talking about innovation in customer-service here are two companies which are leading the way:
Turbotax Support – Turbotax has set-up a new interaction channel for its customers with its Twitter account. Wow being a software products majority of the customers tend to stay online. What a way to reach out !
FreshBooks – Friend and customer-service evangelist, Becky Carroll talks about the unique customer outreach program by FreshBooks. Like Becky says, FreshBooks wants to get to know customers and wants to be easy to talk to as well. That was the key thought behind ‘Listening Tour’. Not only that FreshBooks has been using social-media in the best possible manner. They’ve setup a blog which is great and also do have a twitter account.
Its heartening to see the effort made be these organizations to ensure that they hear what their customers think about them and their services. Great case-studies in the making on customer service and also some great lessons for our indian companies.