Last week a lot of popular blogs and news sites announced some great news about Facebook – they are hitting 500 million active users. Instead of copy-pasting and adding some other facts about Facebook privacy, I tried to find why this can be important to me and my blog users.
When it comes to customer support or service topic, one of most interesting topics can be customer service channels and which of them are most efficient. Even hiding the number of users of Facebook, it seems not clever to ignore Facebook, as customer service channel.
Customer service on Facebook, can help you:
Find what your users or customers wants
Help to turn unhappy customers to customers for life
Find the most active or impressed your customers and treat them well
If you work in contact center or call center, there is one thing that you should care most. It is customer satisfaction and possible ways of improving it.
Today, I have heard two facts about Facebook. One is below:
And the other is this – average american kid spends about 55 hours looking at the screen, and 30 of them looking into facebook.
What these two facts are so different? In my opinion, facebook does a great job, and it seems that they simply cannot handle all the stuff going behind. And I think that there is one simple fact about customer satisfaction – you can’t earn a trust in one day, but you can blow it away in easy one step, so you have to be very careful when we you make the decisions about your customer care. It should be the best in the market or someone make it better an get all your users.
If you read daily news about technology, probably you have heard about iPhone 4 trouble with antenna. I don’t really like all Apple products, but when it comes to customer service and satisfaction you cannot ignore them.
I believe that they work really hard to develop products that turns the whole market upside. It was amazing, that they didn’t failed such amount of time. And you know what? They really understands how to handle failure.
What happens when some hacker finds security exploit in Microsoft Windows? Nobody talks about that (excluding angry users and bloggers) and after sometime you got patch for your problem. They loose their opportunity.
I respect that Apple have done a press release and said what they think and what they going to do. It is not usual that CEO stands out and clearly explains all the the situation.
If you live in Europe, you know that such behavior of big company CEO is impossible, but can you show me any other mobile phones company, which have sold 3 million phones in 3 weeks?
In our small country it is very popular to outsource public relations service. Small country, small companies and it is really very expensive to have local people knowing the company and the product.
Same thing happens in customer service, a lot of companies outsource their call center, because taking care of their customers is not their primary business. Even worse, I see people spending hundreds of dollars installing new call center and they use it as simple as excel file with outgoing calls.
The good thing is that I also get in touch with people, who makes things different – they treat customer service as opportunity to get customers for a life.
Stop thinking that customer service needs to be cheapest as possible and that maybe one of the smartest investments during recession.
btw, would you like to work here? does the workplace photo gives us a feeling that they are doing their best?
First months of new year is always interesting, because various companies announces last year results and we can make some smart decisions about that. During last year, a lot of bloggers analyzed mobile phones market on their blogs – it was interesting to find the answer, if Apple could beat Nokia?So, when we look at last year mobile handset market, we see that Nokia owns 38% market share with 432 million handsets sold. It’s about 17 times less than Apple made – 2.2% market share and 25 million handsets.
Really, I don’t think that these numbers are important. The important thing is that Apple changed mobile handset market completely. They made touchscreen display usable, they made mobile applications market working and they announced iPhone 3G and iPhone 3GS, which are a lot better than iPhone ver. 1. It will take time to understand other mistakes they made, iPhone doesn’t have reasonable price, it can be free – it is a platform for various software applications you are glad to pay for.
I have even called local mobile provider call center to order iPhone 3GS, to make Apple numbers a little bit better and I was suprised – they don’t have an iPhone 3GS on stock, although it costs 1200 EUR. Can you image that?
Today Mitel announced that they are launching new voice virtualization platform with VMware. We all know, that servers and desktops virtualization completely changed our approach to administration and helped management guys keep smiling, while talking about TCO (total cost of ownership).
Still the world of communications moved to voice over ip, all sizes of business wanted to have the same features. Sometimes, it was really hard to accomplish this task, because investing into platform, which is really too big for small company, wasn’t the best choice at all. It is all clear, that voice virtualization will help small companies to save costs, using feature rich voice platform.
I will be able to represent the whole solution after official webinar session on 17 Feb, 2010.
Yes, Apple have launched iPad. Probably, all blogs have an article about that. I have also watched Steve Jobs keynote, which was impressive as always (although not everyone will agree with me). And I think, that iPad idea is brilliant. It will really change the way we work, because when you see the iPad demonstration video, you feel that it fits your everyday needs.
I even started to think what helped Apple to discover this idea. Everybody will agree with me, that iPad is just bigger iPhone. iPhone is one of the best smartphones on market, but still a lot of people doesn’t use, because of not usable keyboard (if you write a lot of emails and short messages – you can’t get used to it). Also, you can remember IBM tablet laptops. They were usable, but their price is not reasonable. So, Apple really listens to it’s potential customers, they want them all.
A lot of enterprises are facing a problem – how to block webmail or online games? While talking to customers, I see here a huge problem, because all organizations wants to become more effective.
Occasionally searching on web I found that Cisco, leader of network hardware and software, have announced brilliant solution. Take a look:
Hey! I am telcoguy. I help all kinds of businesses to change the way they communicate daily with their customers. And I am happy that they like changes.
