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TulipTools Internet Business Owners and Online Sellers Community › Internet Business Management and Human Resources Issues › Internet Business Management and Human Resources Issues › Customer Service and Help Desk v
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Providing Too Much Customer Service Can Drive Away Customers

  
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Providing Too Much Customer Service Can Drive Away Customers
04-09-2006, 10:15 AM,
Post: #1
mandy Offline
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Providing Too Much Customer Service Can Drive Away Customers
Being too attentive to your customers can drive them away:

Quote:Technology has enabled us to reach out to customers in ways we never could before. We have detailed reports covering what individual customers do, how they interact with our companies (over multiple channels), and if they're on our Web site at this very moment (and if so, what they're looking at). Yet our CRM  strategies haven't evolved along with the technology. With great technological power comes an even greater customer contact strategy responsibility...

It's fantastic to really understand our customers. We can track their behavior and provide information that's relevant, timely, and important. But there's an art to that science. We need business rules that don't smother our customers with customer service. Some companies (like two of those mentioned above) actually drive away customers because of their customer service...

full article: http://www.clickz.com/experts/crm/traffi...hp/3596896
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04-09-2006, 05:29 PM,
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amy Offline
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Re: Providing Too Much Customer Service Can Drive Away Customers
I hate stores where the salesperson hovers over me amd I hate web sites where a live chat window pops up asking if I want help. Tongue2 If I need help I'll ask, otherwise please leave me alone when I'm shopping.  Smile
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04-09-2006, 06:11 PM,
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iron_chick Offline
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Re: Providing Too Much Customer Service Can Drive Away Customers
Ohhhh . . . I had that happen to me not long ago.  A live chat opened with a sales person asking to help me.  I clicked out of there FAST.  I HATE that.  Does ANYONE like that?  It was awful!
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04-09-2006, 06:25 PM,
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amy Offline
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Re: Providing Too Much Customer Service Can Drive Away Customers
When Overstock Auctions added live chat last year they had the chat window timer set to open after you were on a page for 30 seconds.  Their web designers also messed up and made the chat window very large--I think it was 400x400.  It was beyond awful.  They fixed both problems quickly because of all the complaints from buyers and sellers.
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04-10-2006, 11:44 PM,
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bargainbloodhound Offline
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Re: Providing Too Much Customer Service Can Drive Away Customers
Quote:When Overstock Auctions added live chat last year

BangHead Angryfire BangHead Angryfire BangHead Angryfire BangHead
"Well, Jay was so giddy that someone named Jay was involved with this site we posted our first non-eBay listing in 3 years here at Lunarbid (we tried two items at Yahoo once upon a time, they bombed)" -Marie posting in a LunarBid thread at OTWA in 2005 wins the award for 'most moronic reason ever given for choosing a venue"

"thanks twat u must have nothing better 2 do. do u talk to all your members like that. will not be recomending your site.
best way to put it is TULIPTOOLS.COM IS REALLY SHIT. DONT JOIN." -pubescent owner of rinky dink off2auction.com in 2011
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