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.