tailieunhanh - 10 bí mật của việc phục vụ thành công khách hàng

The web is a great place to do customer service. It's where people go to find answers fast. It provides a way for customers to navigate their way through lots of content to find the particular piece of information they need. It's open seven days a weeks, 24 hours a day. In fact, according to industry observers, web-based customer service is one of the biggest business opportunities on the web. | The Insider s Guide to Customer Service on the Web Ten Secrets for Successful Customer Service by Greg Gian forte RightNow Technologies RIGHT NOW TECHNOLOGIES 2005 RightNow Technologies Inc. Contents Executive Summary 1 Why Web-Based Customer Service 2 Web-Based Service Innovators Cases-In-Point 3 Ten Secrets for Successful Web-Based Customer Service 5 Bottom Line Benefits of Web-Based Customer Service 7 What s Your Company s SQ 8 RightNow Service Customer Service Made Easy 10 Industry Response 12 About the Author 13 About RightNow Technologies 13 RIGHT NOW TECHNOLOGIES 2005 RightNow Technologies Inc. Executive Summary The web is a great place to do customer service. It s where people go to find answers fast. It provides a way for customers to navigate their way through lots of content to find the particular piece of information they need. It s open seven days a weeks 24 hours a day. In fact according to industry observers web-based customer service is one of the biggest business opportunities on the web. Unfortunately most companies fail to effectively exploit the web s full potential as a customer service vehicle. Some fail because they don t recognize just how powerful of a business tool web-based customer service can be. Some fail because they never develop a practical process for capturing the information their customers want and quickly getting it onto their site or they fail to keep such information properly updated. Others fail to adequately integrate web self-service with their email and call center channels. Others leave out some of the key functions that make web customer service really click such as store locators or remote web session control. There is a cost for such failure. Companies that don t develop effective Internet customer service wind up spending far more on customer support than their competitors as much as 20 times more per incident. That s because without effective customer service companies must rely on their over-burdened high-cost call