Online customer service saves call center costs?

18 Jul 2009 - 5:11pm
5 years ago
4 replies
693 reads
DampeS8N
2008

I assume you mean automated systems, not paying someone to answer
emails versus answering the phone.

It comes down to implementation. But don't expect more than a 10%
drop overall. And that is if you've done really well.

There are a lot of reasons for this, but the primary one is that if
you answer every possible issue on the site, it becomes hard to find
the right answer. And if you only answer the big ones, you still get
all the questions you didn't answer.

On top of this, there are many reasons someone needs to talk to a
real person. Not the least of which is trying to get a better deal
through haggling. People will always want the chance even when a
company really and truly doesn't budge from posted prices.

There are a few theories out there that could potentially eliminate
all standard questions from phone costs. But they all still require
the users to: Come to the site, Bother with the system, Be self
reliant.

That is a lot to ask from your users and only the middle one can be
fixed. (By not posting your phone number until they have attempted to
use the system) But it comes at the cost of potential business.

Until AI gets to the point where it can parse natural language,
preferably vocally, customer service is going to need humans on
phones.

If you aren't a large company, you likely won't save enough by
building a system to account for it.

Out-of-box solutions often pay for themselves, if only due to their
low cost. However, they still require training the system to know
what questions to answer.

Anyway, that's my two cents.

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Posted from the new ixda.org
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Comments

17 Jul 2009 - 5:10pm
Anonymous

Hi Elizabeth,

At my company, we integrated RightNow web solution a while ago. I
can't tell you exactly how much money we save, but it works not bad
at all. You can see here some examples that make sense:
http://www.rightnow.com/crm-suite-web-self-service.php

I don't know if it's possible to find out exactly how much you can
save, because that would depend on license, development and
integration cost, chosen solution, implementation method and many
other aspects.

Good luck,
Julia.
Israel Tour Online
http://www.israeltour-online.com

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Posted from the new ixda.org
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22 Jul 2009 - 1:29pm
Anonymous

Thanks guys.
Well even really I was looking at even simpler solutions and
supporting data, mainly with an aim to justify/explain/promote
spending on website maintenance and development during the recession
what with budget cuts and all.
Clearly a website that is neglected causes a huge amount of
frustration and reflects badly on the organization whereas one that
is maintained and continually improved can offer a large number of
visitors basic information, avoiding the need for them to call.
However, although this may seem logical to lots of us, not everyone
sees it that way especially when they see the year's budget! :o

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Posted from the new ixda.org
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22 Jul 2009 - 7:57pm
dszuc
2005

Hi Elizabeth:

A starting point - "Customer Support on the Web: Don't Call Us,
We'll Call You"

With some references at the end of the article -
http://www.uxmatters.com/mt/archives/2007/11/customer-support-on-the-web-dont-call-us-well-call-you.php

rgds,
Dan

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Posted from the new ixda.org
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22 Jul 2009 - 8:16pm
charles lukens
2009

You could always outsource this. A friend of mine outsource her
customer service to online desk or odesk. She was able to hire
somebody from the Philippines for 1-5 dollars/hour, just make sure
you choose the right person, who understand the business, who
communicates well and who had experienced.

Signature: Telling stories with right storyboarding presentation
together with PowerPoint presentation is like owning a printing press
and printing your own currency.

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Posted from the new ixda.org
http://www.ixda.org/discuss?post=43839

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