Re: [IxDA Discuss] Online customer service saves call center costs?

2009-07-23 Thread charles lukens
You could always outsource this. A friend of mine outsource her customer service to online desk or odesk. She was able to hire somebody from the Philippines for 1-5 dollars/hour, just make sure you choose the right person, who understand the business, who communicates well and who had experienced.

Re: [IxDA Discuss] Online customer service saves call center costs?

2009-07-22 Thread elizabeth
Thanks guys. Well even really I was looking at even simpler solutions and supporting data, mainly with an aim to justify/explain/promote spending on website maintenance and development during the recession what with budget cuts and all. Clearly a website that is neglected causes a huge amount

Re: [IxDA Discuss] Online customer service saves call center costs?

2009-07-22 Thread Daniel Szuc
Hi Elizabeth: A starting point - Customer Support on the Web: Don't Call Us, We'll Call You With some references at the end of the article - http://www.uxmatters.com/mt/archives/2007/11/customer-support-on-the-web-dont-call-us-well-call-you.php rgds, Dan . . . . . . . . . . . . . . . . . . .

Re: [IxDA Discuss] Online customer service saves call center costs?

2009-07-19 Thread Julia
Hi Elizabeth, At my company, we integrated RightNow web solution a while ago. I can't tell you exactly how much money we save, but it works not bad at all. You can see here some examples that make sense: http://www.rightnow.com/crm-suite-web-self-service.php I don't know if it's possible to

Re: [IxDA Discuss] Online customer service saves call center costs?

2009-07-18 Thread William Brall
I assume you mean automated systems, not paying someone to answer emails versus answering the phone. It comes down to implementation. But don't expect more than a 10% drop overall. And that is if you've done really well. There are a lot of reasons for this, but the primary one is that if you

[IxDA Discuss] Online customer service saves call center costs?

2009-07-17 Thread elizabeth
Good morning! Does anyone please have/know where to find up-to-date info on how much a website can save a company money by reducing the number of calls made to customer service? Or a comparative of online customer service costs vs telephone. I know I've seen stuff like this somewhere, if only I