A few weeks ago, I needed to reorder a faucet kit after the first one didn’t fit. I needed help from the retailer’s commerce site, but I didn’t want to sit on the phone with noisy kids in the background. Instead, I clicked the ‘Live Chat’ button but didn’t expect much. To my great surprise and delight, I was immediately connected to a very helpful customer service agent. After a few minutes, she confirmed my problem with the first faucet, contacted the manufacturer of the new kit I wanted, retrieved the critical measurements, and sent the information to me via email and instant message. Now that’s customer service.
There’s a great ad out right now for an online insurance company. The tagline is “Technology when you want it, people when you don’t.” I like this tagline, because it captures the conundrum most folks face when they need customer service: people or technology? This company’s answer is: both.
Prior to Cisco, I worked for mostly small businesses. This has given me pretty good insight into how small business decisions are made. As there are so few layers of management, often times the same person that weighs the pros and cons of free soda for employees is also deciding whether to make a major technology purchase. More than anything right now, I’d say that one of the most important decisions a small businessperson can make is whether to “go wireless or go home.”
There has been a great deal of buzz around the tech sector over the last 5 years around Web 2.0, using it to connect to your partners and customers, and ultimately how some companies have revolutionized business models through next-generation communities.We’d like to give you some insight on how we created the Small Business Support Community, or more importantly why we created it, and why we hope you’ll spend some time checking it out.
Jess Wells, our long time Community Manager and expert content provider has decided it’s time for her career to take her in new directions. She’s done such an amazing job here and we thank her for all her hard work. Read More »