Web tip for Call Centers

When creating key performance indicators for your Call Center, don't forget to compare Call Center call volumes to customer visits to your online Customer Care section of your website.

This helps measure your success at migrating your customers from offline to online.

Articles:

08-31-2007
What's preventing your customers from using your online self-service?

08-09-2007
3 Important KPI's for Customer Service websites

04-20-2007
How do you spell success for your website?

Subscribe as a reader

Moving customers from offline to online customer care

For busy Customer Service organizations, one of the most pressing challenges is shifting customers from calling the Call Center to using their online customer care.

Why are your customers not using your website's online customer care more often? Is it because they can't find it? Is it not user friendly enough? Or is it because you are not making it easy enough for your customers to do business with you?

Call Centers measure call volumes and activities in dozens of different ways. Yet many companies spend little time measuring their customers' activities on their websites. How much are you measuring and analyzing your online customer care?

You have thousands of visits to your website, but are your customers doing the things you would like them to do online? Website optimization is the process of getting more value from your website and your customers online transactions. It gives you a means for migrating more calls from your Call Centers to the online customer care section of your website.

How are you managing your online customer care relationship?

We believe that just as much time and effort needs to be spent on managing your online customer relationship as you spend on your offline ones. We partner with you to define KPI's that will help you to measure and manage your website to move customers from offline to online customer care.