Despite rumors to the contrary, the web is not dead. More and more people are using, which have a faster bandwidth, and in many cases Net-time is taking over TV-time. No wonder more users are turning to the Internet for help, instead of the phone. Why not take advantage of offering its customers online support after the sale? Given that the average customer service call is $ 33, is a great way to satisfy customers who prefer the Web through a queue and save money too. Not that you ever want to take customers away. After all, keeping a good customer is much cheaper than acquiring a new one. The idea is to move the majority of calls to self-help and quality time of booking for those clients who need to talk to a real person. If you guide some customers to answer questions themselves, make it a good experience, and provide incentives for the use of self-help will be your first choice.
The type of online support for each client and each problem may be different, so it is best to offer a range of self-help options and let customers choose what works for them. Online support comes in many forms, but for now we'll focus on cheaper FAQ (Frequently Asked Questions), Enhanced FAQs, discussion forums and email. (A valuable related resource: Vida Vacations). It is best to start with a first choice, and do them well, instead of trying to do everything at once. Offering an experience of great help to people who regularly use the Web makes them more likely to use the Web for assistance and again.