Choosing the Right Channel for Communicating with Customers
Posted on November 10th, 2005 in Usability | 1 Comment »
Apogee (Szuc and Quesenbery) — “Technology continues to change the customer service equation. Making the right decisions about which channels to use for marketing, communications and customer service requires an understanding of tasks, users and optimizing the use of each channel. Comparing user needs and channel strengths will help you make the right decision for your business and your customers.”
Nice article. Good recommendations. Even includes a reference section, which is something you don’t see too much these days.
Learn how to choose the right customer communication channel…
One Response
The article about the right customer communication channel is a well structured article that simplifies a lot of the process that goes to building the right infrastructure for customer service.
It takes up issues on process and the use of technology but delves on these topics in brief but clear sub-topics. You won’t appreciate the article unless you actually went through the motion of overhauling or creating your own customer service program.