The
Future of Online Customer Service
Lazena
Shaikh- 000276177
Image source: http://www.bobfurniss.com/
Filling in the gap between the
online and offline world in regards to e-commerce, and online customer service
is expensive and time consuming. Consumers like having the option of mixed
options to fulfill their needs and problems.
If businesses were to take the
physical and personal interaction away from customers it has the potential to
have a negative impact on sales and branding. Through online customer service
the personal customized interaction with the customer is lost.
What customers really want is:
-
To be treated with respect and dignity
-
An explanation to their problems
-
To be reassured the problem wont reoccurrence
-
They also want a chance to get their negative
experiences and emotions out.
Social media websites are a way
to connect with consumers in a positive way, and it’s where consumers go to
relax and get away from issues that they are having. Having a balance between
online resources, face to face, and over the phone customer service would be
the best option for success. Customers like having options and the Internet may
not be what everyone prefers to use. Yet through the aid of the Internet,
customers can become more independent and certain companies such as, rogers do
have online self help/ online representative to help solve problems. It is faster
and the feedback can be stored automatically, yet it’s not personal. Customers
don’t feel like they are special, or there’s no customization with the service
or help. Through online all emotions are lost and it can feel as if a company
doesn’t have the time or care enough to take the time to personally talk to
you, and listen to what you your concerns are.
The Internet provides businesses
with a fast innovative way to solve problems, and get instant feedback, but it
shouldn’t be the sole source of customer service. If businesses are able to
perfect the way they communicate with customers via technology this may
positively influence a business and how customer service is conducted. By
taking information we receive and learn through the aid of technology we can
optimize how we customize and optimize they type of customer service our
customers receive.
Video Link
References
-
Internet marketing integrating online and
offline strategies, Roberts and Zahay, 3rd edition
I like that you defined online customer service as an option, and not the end all be all. You did a good job at explaining the benefits of this tool to companies if they perform it properly.
ReplyDeleteHey Lazena,
ReplyDeleteI liked how you explained the importance of customer service, and how it needs to be done right for consumers to want to engage in using the options available. I feel the hardest part is getting consumers involved in using customer service methods when they have something good to report, whereas they seem more than happy to use it when there's problem.
Lazena,
ReplyDeleteEven though customer service can be very time effective through on-line communication, I would say that face to face or over the phone can be more personal to the consumer. If I as the consumer will pay for a high quality name brand I do expect the fullest of customer service to be given in a very personal communication so that I fully understand what the problem is and am clear that it gets resolved.As the consumer we are the most important and should feel that way . With on-line communication it feels automated and not given the full attention.
All in all your blog is well written to stress consumers to use all options in a effective way and stress that the consumers do deserve the fullest service.
Hey Lazena,
ReplyDeleteYour very right, the internet is a great way for companies to solve/resolve problem. However many people when they have a problem they want a quick response and a quick answer. This is why i think that people still use face to face communication and calling to communicate their problems to a company.
Great Post
Hey Lazena great work,
ReplyDeleteI agree with most of what you have written, however, in the topic of customer relationships, in the case I am unsatisfied with something, being able to go into a store and talk directly to a specialist, or at bare minimum conversing over the phone, is far superior than communicating online.
Good job over all I quite enjoyed the read
ReplyDeleteHey Lazena
I also agree with what the majority of students have written. I really liked your description on social media. I think that the balance between online and face to face is extremely important because of the emotional aspect as you stated. It is a lot more effective being in front of someone talking about a subject and perceive how they feel about something, rather than using social media because emotions can be used in a fake manner.
Great job!
I really liked the way you talked about and gave us your description of social media. Also how things need to be done it the correct manner to get consumers even interested in wanting to use the options available.
ReplyDeleteGood job
Well Done
ReplyDeleteI agree entirely of what you have written. consumer relationship are key while running a business. I also enjoy your social media part it worked well with the post. Social media has no emotion which the biggest down fall
great work
Elliott
Hello Lazena
ReplyDeleteI completely agree with your comment "Having a balance between online resources, face to face, and over the phone customer service would be the best option for success. Customers like having options and the Internet may not be what everyone prefers to use." This is often true with the elderly. They are often confussed by online and automated phone messages.
Thanks so much for the post it was very informative
David
Well done Lazena,
ReplyDeleteYou're definitely right as every business (online or not), should have a strong and positive relationship with their consumers. Very well researched blog!
Andrew
Hey lazena
ReplyDeleteI agree that the internet shouldnt be the main source for customer service because although it was extremely popular, not everyone has it in their homes. Some people prefer the basics, face to face or talking on the phone and if they havent evolved into the online way to interact then well, the percentage of the marketplace in gone.
great job
Jake
Hello Lezena,
ReplyDeleteI completely agree with you. The internet has cause customer service to lose its human interaction. However, It has made companies a lot easier to manage and has saved them millions of dollars in the process. So overall good for the company not as good for the consumer. Great blog.
Daniel
As we saw in an earlier posting, only 79% of Canadian homes have internet access, for this reason I agree with you that internet customer service shouldn't be a companies main focus when it comes to customer service.
ReplyDeleteHey Lezena,
ReplyDeleteGreat blog. I agree that the lack of customer service via online shopping will lead to businesses failing to reach target sales. The reasons why huge sales can be made on the floor is because of the customer service given. Employee's are able to make customers feel welcomes and answer any question that they may have, helping the customer leave feeling certain about their purchase. It also gives employee's to introduce other products they may be interested in, increasing the price of the sale and allowing that benefit to the store. It enables employees to get customers leaving the store purchasing more than planned..ultimately increasing sales and customer experience loyalty.
Lazena,
ReplyDeleteNice, informative post! As I do a lot of online activities I sometimes need the assistance from a company rep. In my experiences, it has always been easy to find someone to accommodate my needs. The independence you touched base on is the main reason why I do so many activities online.
Thanks for the information,
Jordan
good job! you're totally about internet being the best way to get feedback, but making sure you still use face to face and phone customer service. if we cut face to face and telephone out completely, then human contact will be diminished.
ReplyDeleteGood takes. As much as people can create complaints on the web they can be taken down if it’s social media. Customers will make it known if they’re happy or not. WOM is usually the most reliable out there. I customer service is partially moving social networks.
ReplyDelete
ReplyDeleteGreat Blog
In my opinion I belive that face to face costumer service is better since is more personal. The costumer would have more trust towards face to face then doing things online or by the phone.
Great ideas given here.
ReplyDeleteI do believe that customer service online is a handy tool but I still think the old face to face method is useful in some situations.
-Joe
Good Post Lazena,
ReplyDeleteCustomer Service is the key to any business. Great information about effective customer service online uses.
-Tyson
I agree with Emilee, you did a great job at explaining online customer service. Unfortunately, in today's world, nobody, especially if they are experiencing some sort of difficulties, likes to wait for answers/resolutions. They like to have the problems resolved quickly so they can continue with their lifestyles. Other than that, great post!
ReplyDeleteRaffi Kaloustian
great job Emilee!
ReplyDeleteCustomer service is so huge in a business but sometimes its hard to factor that into online businesses. I know i hate waiting for responses about an item but i also like to be sure before i purchase it.
Great points!
samantha