Contact:
Alison Russell
AskIt.com
212.414.9590
alison@askit.com
AskIt Systems Offers No-Cost and Low-Cost Ideas For Improving Customer
Service
By Ken Shapiro, president, AskIt Systems
The dilemma is becoming all too familiar: companies are cutting staff and
budgets, but customer satisfaction is a top priority. More than ever
before, the adage "It costs three to five times as much to attract a new
customer as it does to keep an existing customer" weighs heavily on
business managers' minds. So, how do you retain customers with even fewer
resources than you had before? The answer is as simple as making sure you
consistently deliver good customer service.
Here are some cost-effective ideas for holding on to your customers in
these fiscally challenging times:
Reevaluate your group's performance. They'll appreciate the attention and
their improved service will rub-off on your customers:
-
Train and Retrain - Make sure the group knows your product
inside and out.
-
Put Info At Finger Tips - Your customer and product
information should be readily accessible. If a rep has to
hunt for information it will annoy your customers and add to
call time.
-
Give Public Praise - Implement customer retention reward
programs that reflect the company's goals for that quarter.
-
Empower Your Reps - so they can provide bend-over-backwards
service when necessary. Set guidelines on certain
restrictions so they can resolve day-to-day problems on their
own.
Maximize your website's usability:
-
Automate Your FAQ's - A self-service system on your website
will provide immediate answers to your customers' questions
while reducing your inbound email and phone volume.
- Offer Easy Access - Make sure the `Help' button, or customer
service contact information, is on every page and visible.
- Build A Knowledgebase - Accumulate online data using a
knowledgebase. This data will provide invaluable insights to
your customers' needs.
- Respond, Quickly - Respond to emails clearly and, if not
immediately, then within a set time.
Stay in touch with your customers so they know you care:
-
Announce Upgrades - Use changes and enhancements to your
product as a chance to remind your customers of your product.
- Reward Good Customers - Recognize your long-time customers'
loyalty by offering discounts on new service or a small gift
of appreciation.
AskIt Systems demonstrates how the above rules can pay off. In addition
to winning the Golden User's Choice Award from Customer Support Management
Magazine, AskIt's long-time customer, Phobo.com, chose AskIt over its
competitors because of outstanding support. "The reason we've stuck with
them is that I've looked into a lot of similar service providers, and
AskIt gives the highest ROI," says Vance Brown, Chief Customer Officer for
Phobo.com, the holding company of Boatersworld.com. Brown says "AskIt won
our business because of its customer service."
As the economy heats up (or rather cools down), make sure your service is
the hand that holds on to your customers through hard times.
About AskIt Systems
AskIt Systems, www.askit.com, is the first company that provides
affordable outsourced online customer service and support solutions
targeted specifically to organizations seeking an easy-to-use and
rapid-to-deploy solution for their Web sites intranets or extranets. AskIt
Systems is backed by investors including internet.com Venture Partners
III, part of the affiliated venture capital arm of internet.com
Corporation (NASDAQ: INTM), and Advanta Growth Capital Fund L.P., venture
capital affiliate of Advanta Corporation (www.advanta.com) (NASDAQ: ADVNA,
ADVNB).
AskIt's solution allows companies to cost-effectively: reduce inbound
emails and customer support costs up to 80%; increase customer service
levels by offering 24x7 automated support; and gain valuable insight into
their businesses. The AskIt System's functionality includes: self-help;
inbound and outbound email management tools and integration with
live-chat. AskIt's customers include leading companies such as BankOne,
Citibank and Compaq, as well as major retailers such as Ritz Camera and
BabyUniverse.com. AskIt is a privately held company and is headquartered
in New York. For additional information, contact info@askit.com or call
(212) 414-9590.