Concur - all forms of correspondence should recieve proper attention, but with the exception of voice, many of these other forms of corrspondence fly under the radar (unless the company makes it a priority). I've been in the customer service technology industry for 20 years. Most businesses I work with are approaching these new channels of customer service technology with caution. They are trying to connect the dots. Should they take a person to monitor Twitter, or buy a system that will do it for them? If they do buy that system, who will administer it, report on it, etc. To automate the delivery of non-voice work to "customer service representatives" requires an investment that most smaller companies are not yet wanting to make, without a strong return on investment. But as we've seen here (and on countless other forums) a customer with a problem, who cares to share that problem with others has a bullhorn that is far more powerful than ever before. A comprehensive muti-media communication system that covers all media and routes that work to the right resource is expensive - but so is the cost of a person with a bullhorn... The consumer is changing the way they communicate. Companies need to have a strategy to deal with these new consumer communication preferences... Whats a company that makes RVs to do? If I'm going to spend $100,000 on a system to manage phone, email, web, mobile web app, twitter, facebook, then thats $100K I can't put into a machine that will make RVs better, faster and cheaper...
Stay tuned. The next 5 years will bring about even more media types and ways of communicating than the last 100 years.
2007 Dodge 6.7L Mega Cab CTD
2010 Open Range RT303BHS
Equalizer Hitch
Honda EU3000
Howaboutnow wrote: It is really good to hear that Open Range gives such good customer service. And they should be rewarded for it. In our case however, with a different brand, the customer service was pretty good but the number of problems we had and number of times we had to make the 2 hour trip to the dealer to get the problems taken care became overwhelming. Good custmer service ended when we asked for our money back.
We would have much preferred to not learn how good their customer service was and purchased a 5th wheel that had been built properly to begin with.
We are going to replace our present 5th wheel after 6 years and many, many miles. Can you direct me to a brand that will be properly built in the first place and will have no problems...I got to have one of those.
Animal Planet wrote: Concur - all forms of correspondence should recieve proper attention, but with the exception of voice, many of these other forms of corrspondence fly under the radar (unless the company makes it a priority). I've been in the customer service technology industry for 20 years. Most businesses I work with are approaching these new channels of customer service technology with caution. They are trying to connect the dots. Should they take a person to monitor Twitter, or buy a system that will do it for them? If they do buy that system, who will administer it, report on it, etc. To automate the delivery of non-voice work to "customer service representatives" requires an investment that most smaller companies are not yet wanting to make, without a strong return on investment. But as we've seen here (and on countless other forums) a customer with a problem, who cares to share that problem with others has a bullhorn that is far more powerful than ever before. A comprehensive muti-media communication system that covers all media and routes that work to the right resource is expensive - but so is the cost of a person with a bullhorn... The consumer is changing the way they communicate. Companies need to have a strategy to deal with these new consumer communication preferences... Whats a company that makes RVs to do? If I'm going to spend $100,000 on a system to manage phone, email, web, mobile web app, twitter, facebook, then thats $100K I can't put into a machine that will make RVs better, faster and cheaper...
Stay tuned. The next 5 years will bring about even more media types and ways of communicating than the last 100 years.
Ahh given the insightfull posts, I should have figured you were in the "customer service technology business". I suspect several of the 5er companies are reading this thread with interest. You just gave them (and us) lots to think about...Thanks for taking the time to post...
All done in the spirit of addressing the original thread with something I can actually add value to. But to be clear, it was completely not my intention to drive up business to companies like mine (hence why I didn't share where I work)... More to explain why these new communication technologies present such a challenge to small(er) companies like the RV industry.
Animal Planet wrote: All done in the spirit of addressing the original thread with something I can actually add value to. But to be clear, it was completely not my intention to drive up business to companies like mine (hence why I didn't share where I work)... More to explain why these new communication technologies present such a challenge to small(er) companies like the RV industry.
Your post was very professional, informative, and appropiate. That is what is great about these forums....folks with very broad backgrounds all bring unique perspectives...
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