Comments on: Customer Service in a Web World

By: 5 Ways to Get Your Clients to Follow Your Work Process | WORK

5 Ways to Get Your Clients to Follow Your Work Process | WORK — Thu, 09 Apr 2009 21:43:05 +0000

[...] get angry; it will just irritate your client. Remember that your process is about giving the best customer service possible. It’s not just about following a flowchart. Do your clients respect your work [...]

By: 5 Ways to Get Your Clients to Follow Your Work Process | SpecialityMoney.com

Tue, 07 Apr 2009 23:19:04 +0000

By: WebWorkerDaily » Archive Handling Angry Clients «

WebWorkerDaily » Archive Handling Angry Clients « — Mon, 01 Dec 2008 17:00:39 +0000

[...] In other words, take the time to truly listen and interpret what went wrong. [...]

By: Web Worker Daily » Archive Plotting Your Career When You’ve Jumped Off the Corporate Ladder «

Sat, 05 Apr 2008 12:07:21 +0000

[...] a freelancer, your clients are the equivalent of a boss. I hope you’re not forgetting about customer service – whether you take care of it yourself or you outsource to those who can deal with your customers [...]

By: Jake Kuramoto

Jake Kuramoto — Wed, 19 Mar 2008 18:30:42 +0000

I’ve found Twitter to be a good source of customer support, mainly for Twitter tools, but for other apps too.

Blogging about products does tend to bring in the PR/customer service comments, too, but is that so bad? I haven’t been asked to write nice things, just engaged by the company, and I like it.

Gives the feeling/illusion that someone cares.

By: Wayne

Wayne — Wed, 19 Mar 2008 15:28:26 +0000

In the age of web 2.0 companies struggling for users and market share, many focus on building businesses focused on low-cost / high-volume online services, devoid of any human interaction or customer service. BusinessWeek magazine covered the same topic in a recent article called Consumer Vigilantes. In it, they describe how customer service is the new form of marketing and that many organizations are missing out on opportunities to retain customers due to lack of communication and poor customer service. Our company owns an online project collaboration solution called Joint Contact. Overall, we see ourselves as more than just a website, but providing a full-service experience that is unique in our competitive landscape. As described in your article, this translates into reaching out to customers to obtain feedback, as well as being proactive through the use email, phone and other communication channels. Other online services like My Emma and Domain Direct have also adopted this strategy to build great businesses. The goal should be to empower customers because they are essential to business growth.

By: Barry

Barry — Wed, 19 Mar 2008 04:34:38 +0000

Big companies can afford to have lackluster customer service because it won’t affect their revenue much. Smaller companies, on the other hand, need personal communication to ensure the customer is satisfied and that their problems are being handled. Nobody likes to feel ignored, and if you can take a person’s worries off their shoulders and make them feel like they can rest it on you, that’s good customer service.

By: Marcin Grodzicki

Marcin Grodzicki — Tue, 18 Mar 2008 23:14:22 +0000

Jake: I just wanted to write the same thing :) And from my experience, Google’s CS is nowhere to be seen when it comes to services I actually pay for – Adwords.

By: jake la fontaine

jake la fontaine — Tue, 18 Mar 2008 22:07:35 +0000

uh, i don’t think that’s “customer service” as much as it is “PR”. after all, they responded to you writing an article on their products, and they contacted you in order to get you to write good things about them. which you then proceeded to do. fair enough on google’s part to promote their products, but how can you legitimately claim that’s “customer service”?

By: Serge Lescouarnec

Serge Lescouarnec — Tue, 18 Mar 2008 16:57:34 +0000

From my personal experience, a number of large companies still have to come to grips with that. I had to jump through hoops to get a clear answer on why a Reynolds Plastic Wrap product had been deleted after I was`asked for the reason by my readers. Worse even, customer service at my wireless provider told me I could not get in touch with them by e-mail. In not so many words, there is a lot of room for improvement. Companies have to make themselves accessible. Serge