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Organizations face a host of hurdles in synchronizing their customer service and support solutions
to the Web and other customer/member delivery channels. However, providing excellent, consistent
customer service across multiple customer touch points is no longer a luxury -- it is a competitive
necessity.
Savvy, customer-centric organizations realize that in order to maximize / profit
from online initiatives, success is dependent upon identifying the right opportunities and
executing the right solutions.
The challenge is to build a comprehensive customer service and support strategy that
strives to meet these expectations while controlling costs. Target audience(s) needs
must be assessed; potential solutions analyzed and carefully selected.
With time and geographic boundaries eliminated by the Internet, customers (members) expect superior,
consistent, 24x7 service. It is a competitive requirement that successful organizations raise customer
service to a strategic level. Organizations that refuse to heed the message that the eCustomer / eMember is
more powerful and elusive than ever, will be left behind.
To provide our clients with performance-based solutions, Houck & Associates draws upon a
wide range of expertise. This includes organizational design, needs analysis, Web site
design and development, data collection and analysis, marketing, and training design and development.
The synergy of our technical expertise is combined with a firm understanding of call center
operations and changes impacting this environment. This synergy of technical skills and
practical experience is critical to providing tangible solutions that focus on results.
For more information about these customer service related advisory services:
Migrating a Call Center to Contact Center
Shifting Customers / Vendors / Members To Online Environment
Getting In-house buy-in for Online Service & Support
Work Process Analysis
Focus Groups, Surveys, Interview Services
Feasibility Studies
Some of the issues that we can analyze:
 Web site customer service & support analysis:
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Useability analysis
User Requirements analysis
Customized information
Personalizing real-time services
Web site enhancements
Self-service options
Technology options |
Responding to more inquiries utilizing fewer resources
Differentiating your service & support from your competition
Increasing customer/member loyalty
Improving responsiveness
Generating incremental sales
Improving customer education
Staff utilization: |
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Staff skills analysis
Work process analysis |
Whether you are optimizing, overhauling or developing new Web strategies, Houck & Associates can assist you.
Request / Need More Information
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