The secret to providing big-company customer support with a small-company budget is to become nimble. If your company was an NFL team, think of your support department as the quick-footed cornerback, dodging his way around opponents and able to change directions on a dime. When you can’t be big, at least be fast.
A good customer support web portal provides the ability for customers to download documents, search content, and submit issues. But a great customer support web portal can do even more. PhaseWare’s Self Service Center (SSC) falls in the great category because it provides not only the basics, but also the extra features like forums, Live Chat, special incident deflection, auto knowledgebase search functions, and various other helpful features.
Choices are awesome. Remember the days before we had cable TV, when we had only about 15 channels from which to choose? I think that explains why a lot of us who grew up in the 70s watched the same shows and remember every episode of Gilligan’s Island. (Those were also the days when we walked to school in the snow, up hill. Both ways.)
OK—so you’re excited about the possibilities of Live Chat and ready to take your customer support program to the next level. Awesome! But before you jump in with both feet, it’s imperative that you plan first. Here are a few ABCs to help ensure your success.
Some trends don’t stand the test of time, while others catch fire and transcend trendiness to become part of the landscape. Take the trendy flip phones of the early 2000s: Once ubiquitous, they’ve now gone the way of parachute pants and spiral curl perms. Compare the flip phone to the Apple iPhone, once trendy and now in its sixth iteration—but wait; there is no comparison.