notes and views on crm, social media, and the human side of information technology

“Channels” are none of the customer’s concern

I am with Guido on this one:

I am one of the typical “1st try an email…” type of guys. And guess what, I am getting really upset when it takes 3 weeks to answer my email but the agent on the phone can resolve the issue within 10 secs. Does it also take three weeks to answer a mail - or are they considered more important?

Read his take - I’d only re-iterate my yesterday’s point - why should I care about the channel at all? Design your processes from the customer’s point of view, and all else will fall into place.

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May 16, 2008 | Filed Under CRM, Links and Quotes 

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