When you choose a package delivery company, you can be sure that if things go wrong you can call someone. Customer support is important and the ability to contact them is important. Is the phone the gold standard though - are you and the supplier not better served by an effective email service?
As a retailer booking a courier service with a company that in turn agrees another to complete the collection and delivery, it appears that there are plenty of opportunities for things to get lost and give you more reason to talk with a representative.
Many retailers are looking for a phone number, rejecting or at least cautious for companies that do not provide this. The growing trend is to provide email support. How effective is this, if it would be a problem and in balance what way is actually the most effective?
The scenarios a customer calls you because their delivery has not arrived. You want to know how much it costs to send a package to New Zealand by air. Your goods came in a bad condition and your buyer wants a refund, do you want to know what to do next?
The case for
Its natural that you want to talk to someone as soon as you know there is a problem. You want answers and a solution and instinct tells that speaking with a person is the best way to achieve this. You call a number, which can cost more than the usual cost of a regular phone call. Listen to an introduction message and a menu of options, press 1 for this and 2 for it. After selecting the appropriate number, you will be notified that all operators are busy, your call is important and you are in queue. Greensleeves plays in the background, you are reminded every minute that you are an important person and your call will be dealt with shortly. Eventually you talk to a person - you change nice and maybe a bit unpleasant if youve been on for a long time. You can hear the operator at the other end tap a keyboard when you enter the details. What happens next depends on the problem, the solvency and time of day - but all of these are not available because you called, but because there is a problem that requires a response.
All in all, the time to call, hold, discuss the problem and the solution takes anywhere from one minute or two to a disproportionate 15 minutes plus.
All of the above is of course only relevant if the number you call is actually answered by someone - leaving a reply phone call is both frustrating and unsatisfactory because it leaves you in a state of limbo. You may not have submitted a message that will allow the staff to solve a problem, you will not know if they will call you back when the problem will be resolved and resolved - this is the least-beneficial option.
E-mail. You do not have a phone number but you have an email address. By definition, you are online and are computer savvy - you can even manage your own customers via email. You decide what information to put in the message you write - some background information, package details, an order number maybe. If you have been on the receiving end of an unfortunate customer, you will be notified of a failed delivery, you may also want to forward this. Conversely, a short sharp message may be more appropriate - order number xyz did not arrive, why not?
Customer service personnel need order numbers. Seriously, not all other details are required, and order numbers and the problem are sufficient for most problems to be investigated and solved.
In order for an e-mail service to be effective and to be able to support you, it is important that your messages be answered. An autoresponder - thank you for your message being processed corresponds to the answering machine. A quick response with a solution is the gold standard but a personal reply confirming that your questions are handled is an excellent assurance
Cost - providing telephone customer support services is expensive - personnel wages, office hours, etc. - and these are costs that any activities will be forwarded to you as users of the service. An operative will be able to process x number of questions per hour, etc.
Email - Very reduced costs for providing this service - Issues can be handled much faster.
A phone call and the message you provide will only be heard by the operator (unless tapas for training but this is unlikely). If you have taken the time to make a problem or stress a point, there is more chance that this message can be transferred across an organization and held for the record.
More useful, an email query can be quickly sent to the correct person for a solution.