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Wednesday, 18 July 2012
How much telephone support do you need to provide? / Mediahawk
What Price Customer Service?
How much telephone support do you need to provide?Too much and you ramp up your costs without any tangible increase in sales, too little and you lose revenue to your competitors who are able to deal with customers queries promptly over the phone. More details are available here.
Depending on the product type, it is possible to create a simple 2 x 2 matrix that allows companies to work out whether they should be adding layers of phone based customer service into their internet mix as a way of differentiating their offering. This matrix looks as follows:-