Hire a few attractive people who are also extremely affable, and put them in front of web cameras. Then encourage all of your customers to do video calls to the company if they have questions.
How disarming would it be to see a friendly young girl talking to you face-to-face (technically) and helping you with the problem you’re having? It’d be very difficult to stay mad at the company because their customer service reps can see you. You’d actually be in a better mood and start to love the company for treating you with respect and truly listening. That’s what happens when companies humanize the interactions with their customers.
Some of you might think this idea is silly or impractical, but that’s what makes it remarkable. Every type of computer will have a camera built-in eventually, so differentiate your company by being the first in the industry to do video calls.
[...] thanks to Phil Gerbyshak for passing me Charlie Hoehn’s [...]
By: Humanize Your Online Customer Interaction « Customer Service Voodoo on January 27, 2009
at 2:49 pm
[...] Any customer that feels a large degree of uncertainty wants to be convinced that, if things go wrong, they’ll be in good hands. They want to know that real people care about them, not just some hired worker who’s being paid $7/hour to read a script. So erase their doubts and show them your face. [...]
By: Customer service: The human element « Hoehn’s Musings on February 12, 2010
at 3:55 am
That’s one of the major reasons why I like Ramit’s site so much.
By: davidcsaint on April 6, 2010
at 7:54 am