Seth Godin well summarizes some key points companies must take care of while dealing with phone calls coming from “engaged” potential customers. Many of those points are the basis of our approach to our customers, when we explain to them the real value coming from our suite.
Shouldn’t every single inbound call be answered in one ring? Shouldn’t there be as much spent on self-service customer support as is spent on the design of the selling part of your website? Shouldn’t you be tracking in the finest detail what people have to say when they call in? Shouldn’t you be rewarding call center operators by how long they keep people on the phone, not how many calls they can handle a minute? Shouldn’t there be an easy, fast and happy way for an operator to instantly upgrade a call to management (not a supervisor, I hate supervisors) who can actually learn something from the caller, not just make them go away?
Thanks Seth. Many of our customers are applying your recommendations already, deploying our customer engagement service Sitofono to get the most out of engaged website visitors.
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