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Customer Service 2.0: Is the Phone Number Dead?

August 27th, 2010 | Small Business | 1 Comment »

First off, you know you’re getting old when you begin a blog post with the phrase “this new generation”…and then comment on how things used to be done.  Of course, you’re probably not that old if you’re writing a blog post in the first place, but my point is, when you start noticing differences, you’re aging is noticeable.

But this new generation has a different view towards customer service.  In my day (ahhh, the 90′s…Nirvana was popular, there were new “Twilight” books, and I had a full head of hair), customer service meant an 800 number.  A big break through was an email address, but you never really relied on getting a message back…so you called customer service to get an answer.

As our customer base at KikScore grows, there is something very noticeably absent — that would be phone calls.  Instead, people are looking at our product videos, sending us emails, asking questions on Twitter.  It’s great in many respects — phone calls are time consuming to process and that costs money.  But the written word and videos often don’t convey specifically the information what a customer is looking to get…so it can either result in a frustrating customer experience or it results in a lot of interaction to get a question answered.

So, I’m getting older and I can roll with the punches and not complain about how things have changed…but I’m not sure if the extinction of the phone number is a good thing.

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One Response

  1. Have you heard of http://www.lucyphone.com/ – according to Reader’s Digest this website will call you when support picks up the phone instead of having to wait

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