{"id":240,"date":"2006-08-17T13:18:49","date_gmt":"2006-08-17T18:18:49","guid":{"rendered":"http:\/\/selectmetrix.com\/blogs\/?p=240"},"modified":"2006-08-17T13:18:30","modified_gmt":"2006-08-17T18:18:30","slug":"how-important-is-customer-service","status":"publish","type":"post","link":"http:\/\/selectmetrix.com\/blogs\/2006\/08\/how-important-is-customer-service\/","title":{"rendered":"How Important is Customer Service?"},"content":{"rendered":"<p>Extremely important. I bet you knew that. Yet, it seems that many companies do not realize what type of customer experience they are providing through their customer service dept. Inc.com&#8217;s article &#8211; <a href=\"http:\/\/feeds.feedburner.com\/~r\/inc\/headlines\/~3\/11586221\/customers.html\" target=\"_blank\">Companies Receive Poor Grades for Customer Service<\/a> &#8211; is one of these annual surveys measuring customer perceptions.<\/p>\n<p>This following piece of information seems obvious, but&#8230;:<\/p>\n<blockquote><p>The study also found that new technology is no substitute for helpful agents. Six out of 10 respondents said automated phone services, live online chat, and other customer-service technologies had not improved service quality. In fact, <strong>automated phone services received the lowest level of satisfaction among all customer service channels, while in-person services rated highest<\/strong>.<\/p><\/blockquote>\n<p><em>60% of respondents<\/em> state that technology has not helped the experience. I personally use the online chat features fairly often and hold them in high regard. Apparently, I am in the minority on that topic. Nonetheless, when customers have a problem, they want to speak to a live person. Simple. But not always followed by companies.<\/p>\n<p>Personally as a customer, I feel abandoned if I end up navigating through some draconian automated phone system only to leave a voicemail for some unknown person. Resolution seems complete when you talk to a live person even if the problem is not completely resolved on the call.<\/p>\n<p>Are your customers wandering around a cyber wasteland or are they getting to a live person with minimal inconvenience?<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Extremely important. I bet you knew that. Yet, it seems that many companies do not realize what type of customer experience they are providing through their customer service dept. Inc.com&#8217;s article &#8211; Companies Receive Poor Grades for Customer Service &#8211; is one of these annual surveys measuring customer perceptions. This following piece of information seems obvious, but&#8230;: The study also found that new technology is no substitute for helpful agents. Six out of 10 respondents said automated phone services, live online chat, and other customer-service technologies had not improved service quality. In fact, automated phone services received the lowest level of satisfaction among all customer service channels, while in-person services&hellip; <a class=\"read-more\" href=\"http:\/\/selectmetrix.com\/blogs\/2006\/08\/how-important-is-customer-service\/\">Read More<\/a><\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"bgseo_title":"","bgseo_description":"","bgseo_robots_index":"","bgseo_robots_follow":"","jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":false,"jetpack_social_options":{"image_generator_settings":{"template":"highway","enabled":false},"version":2}},"categories":[14],"tags":[],"jetpack_publicize_connections":[],"jetpack_featured_media_url":"","jetpack_sharing_enabled":true,"jetpack_shortlink":"https:\/\/wp.me\/p5Oho-3S","jetpack-related-posts":[],"_links":{"self":[{"href":"http:\/\/selectmetrix.com\/blogs\/wp-json\/wp\/v2\/posts\/240"}],"collection":[{"href":"http:\/\/selectmetrix.com\/blogs\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"http:\/\/selectmetrix.com\/blogs\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"http:\/\/selectmetrix.com\/blogs\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"http:\/\/selectmetrix.com\/blogs\/wp-json\/wp\/v2\/comments?post=240"}],"version-history":[{"count":0,"href":"http:\/\/selectmetrix.com\/blogs\/wp-json\/wp\/v2\/posts\/240\/revisions"}],"wp:attachment":[{"href":"http:\/\/selectmetrix.com\/blogs\/wp-json\/wp\/v2\/media?parent=240"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"http:\/\/selectmetrix.com\/blogs\/wp-json\/wp\/v2\/categories?post=240"},{"taxonomy":"post_tag","embeddable":true,"href":"http:\/\/selectmetrix.com\/blogs\/wp-json\/wp\/v2\/tags?post=240"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}<!-- WP Super Cache is installed but broken. The path to wp-cache-phase1.php in wp-content/advanced-cache.php must be fixed! -->