Take Advantage of Customer Self-Help Technology
Mostly on this site we write about factoring, economic news and business finance-related information. But a related topic I like to focus on is how to operate your business better. We point out ways that make you more efficient or save you money. That directly impacts your bottom line.
So I was intrigued by a recent Forbes.com article by Gene Marks. Gene is very focused on saving money in business, as he writes the Penny Pincher list about ways to save money in your company (I’ve even contributed a Penny Pincher List as a guest writer for Gene).
Gene’s latest Forbes column is about automating your customer support functions, using self-service tools. It’s about using technology, especially Web-based technology, that lets customers service themselves as much as possible. The typical choices we think of include help-desk software and knowledge bases. But, as Gene writes, other Web features offer a way of helping customers, including articles, videos and an interactive map with directions to your place of business:
“Just ask Jeff Stibel, chief executive of Website Pros (nasdaq: WSPI - news - people ), a 700-employee company that provides Web site hosting, marketing and lead-generation services to more than 250,000 paying customers. How does Stibel keep his sanity? A bottle of Jack Daniels comes in handy, but mainly it’s because he leans on the latest in customer self-service technology.
Self-service software lets customers create their own orders and check on their status — no human intervention required. Those that need instant, interactive troubleshooting without an extended phone call can use online-chat software. Other self-service tools include basic “how-to” and tech-support videos and articles — or something as fundamental as mapping software that offers driving instructions to your office. And don’t forget “wikis” — online information repositories that can be shared and updated by customers.”
Not only does online technology save you money, but it can make your customers happier … less frustrated. Customers feel empowered because they can get access to information any time of the day or night.
Facteon has invested in Web materials to make it easier for you to find information about factoring and check your account. What have you done in your business?
