Showing posts tagged helpcenter
Several business trends have emerged over the past few years, one of the most prolific of which has centered around customer experience, and specifically the way companies and brands interact with customers and users. In early 2012, Ask.com revamped our entire customer service approach toward a more personalized customer care experience. That got us wondering how Ask users felt about customer service in general, and the experiences people have on a daily basis.
As the below interactive infographic shows, 2000 of our users shared their thoughts with us. The most telling statistic: 65% of users have had their opinion of a brand changed simply by a customer service interaction! It’s no surprise, since in many cases customer service is the only direct contact a brand has with its users. Yet so many companies still choose to farm out customer service operations to third-party vendors whose employees lack the institutional knowledge to speak authoritatively and confidently about the brand!
Check out some of the other effects of existing corporate approaches to customer service in the interactive infographic and mouse over the customer service rep for examples of great customer support at work!
To share this interactive infographic on your own site, use the embed code below:
<iframe src=”http://www.ogmog.com/INFOGRAPHICS/ASK_OP/infographic.html" frameborder="0" scrolling="no" height="700" width="500" name="csInfo" seamless>Iframes must be enabled to view this content.</iframe>
- Eric McKirdy, Worldwide Customer Care and Technical Support Manager, Ask.com