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| Creating and Managing Effective Self-Service Content | |||||||||||||
| By W. Ladd Bodem, ServiceXRG There are volumes of information and countless sources of knowledge that can be published to a support web site. Comprehensive coverage of issues is important, however, quantity of content cannot be a substitute for quality of content. A well defined editorial process combined with the skilled resources to develop and maintain quality content are essential elements to self-service success. This article explores and identifies the various sources of content as well as the editorial processes necessary to effectively create and manage self-service content. | |||||||||||||
| [Full Article] Jun-27-2005 | |||||||||||||
| The Support Organization as a Business - “Commitment From the Top Down” | |||||||||||||
| By John Hamilton, President, Service Strategies Though traditional mindsets have slowly been changing, all too often support is still seen as “a necessary evil” rather than a strategic part of the business and a critical element to the success of a corporation. And often, when business takes a downturn, support is the first place to feel it, through reduced headcount or slashed budgets. So, what are the keys that show a company is committed to their support organization? | |||||||||||||
| [Full Article] Apr-13-2005 | |||||||||||||
| Dos and Don’ts for Customer-Focused Web Sites | |||||||||||||
| By Michael W. McLaughlin It doesn’t take much to ruin a perfectly good dinner. It could be a grumpy waiter, an overcooked meal, or the noise level. One bad experience can drive a customer to the restaurant on the next block. And that customer is likely to share the horror story with others, resulting in future loss of business for the offending restaurant. Some department stores, on the other hand, realize that customer service is about the customer’s total experience; they know that to generate repeat business, service must extend well beyond the point of purchase. When a receipt-less customer wants to return a gift and is greeted by a helpful sales associate and “no-hassle” returns policy, that customer will likely be back. When customers point their browsers to your Web site, do they meet that grumpy waiter or the helpful salesperson? Does your Web site reflect your commitment to customer service? Here are some tips to ensure that customers aren’t getting the cold shoulder when they visit your site. | |||||||||||||
| [Full Article] Feb-13-2005 | |||||||||||||
| The True Test for Outsourcing | |||||||||||||
| By W. Ladd Bodem, ServiceXRG Outsourcing technical support offshore is a topic that has received much press lately. In a recent ServiceXRG survey of enterprise users, 24% of respondents said they would stop doing business with a vendor if they outsourced support regardless of the quality of support. It is not clear that they would actually stop doing business but it is clear that outsourcing is an emotional issue. Properly executed outsourcing can not only be financially attractive but a competitive advantage. Outsourcing will fail if a balance between customer and business needs is not achieved. This paper proposes a simple methodology to assess and address excellence in outsourcing. Read the full article (member log-in required). | |||||||||||||
| [Full Article] Feb-08-2005 | |||||||||||||
| Answering E-Mail From Angry Customers: How To Turn Furious People Into Fans | |||||||||||||
| By Leslie O’Flahavan and Marilynne Rudick, E-WRITE In a perfect world there would be no angry customers. The product would work flawlessly, it would arrive on time, and no customer would wait—listening to elevator music—for 30 minutes. But absent that perfect world, you will have angry customers. And they will send angry e-mails. Whether you’re hearing from your angry customer by phone or e-mail, your goals are similar: fix the problem and convert an angry customer into your biggest fan. Follow the ten tips in this article for answering e-mail from angry customers and you’ll solve the customer’s problem and soothe his anger. | |||||||||||||
| [Full Article] Jan-18-2005 | |||||||||||||
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