subject: Internet for Customer Service [print this page] Internet for Customer Service Internet for Customer Service
The time has come for all customer service call centers to shift over from a telephone-only work model to including the Internet. Any call center customer service study will reveal that a major chunk of users actually want to use online tools to communicate with them. Not many of the users are willing to pick up the phone and call the customer service desk. It is more convenient for them to drop an email or contact through online chat. The customer service call center has to be open and vigilant about such forms of communication. In fact, many call centers want to integrate their CRM with the social media networks because these channels offer a lot of support as well. Users talk and share their problems with their social media contacts. Let's check out these different modes of communicating individually.
Emails come in first. Customer service call centers are often flooded with emails from concerned customers. They write about their issues and complaints. The call center customer service must be ready to handle and respond to these emails. As obvious, the agents at the customer service call centers have to write replies with solutions, instructions and general information. The response that customer service outsourcing units give will also decide whether the customer wants to stay on with the brand. From the perspective of the outsourcing customer service, these emails have two functions. One is responding to the customer's problems. The other one is taking the opportunity to push for cross and up selling. Of course, this does not come into the picture unless the problem of the customer gets solved.
Online chat is another communication mode at the customer service call centers. Chats are informal modes of communication, but they can be very effective. Users like to communicate through chat because it gives them an opportunity to explain the problem and get written instructions on what to do. The outsourcing customer service desk can put in an option on the brand's home page for the users to chat online. The call center customer service has to designate agents on these online channels at all times. The number of agents deployed will depend on the peak hours. The point to keep in mind is that the online chat facility must always be manned. If the call center does not have the manpower to deploy during the leaner hours, they must deactivate the facility.
Social media networking is the third mode of communication that works well for the customer service call center. Users share and exchange ideas about ways to solve problems all the time. The call center customer service department can have agents on these networks to track down these issues and resolve them. The outsourcing call center can create a brand page on Facebook and Twitter and invite the users to join the network. When the customers are faced with problems, they can leave a comment or even a tweet. The social media team can coordinate with the call center customer service desk and make life easier for the customers.
