Customer Service Software and ‘The Fifth Element’
Baker Nanduru | Aug 26, 2016 30 views No Comments
Customer service is the lifeblood of many companies, the unsung hero that generates repeat business, positive reviews, and the coveted upsell. And most of it, as practiced today, is missing a crucial element.
Indeed, there was a 1997 movie entitled “The Fifth Element,” in which actor Bruce Willis made his science-fiction debut. In the movie, Willis must battle a primordial evil by finding four stones representing the four ancient elements—and a mysterious fifth element.
[Spoiler alert—although, if you haven’t seen the film in the past 20 years, it’s probably not high on your list.] That fifth element turns out to be life, and it is embodied not by a stone, but by an actual human being. It is the human being who must combine the other elements and save the day.
That movie is such an appropriate metaphor for what’s missing in customer interactions today. Take this article by Larry Alton, “Four Types of Software That You Need for Better Customer Service,” which came out earlier this summer. Alton correctly claims that a good customer service strategy can mean the difference between bountiful profit and just scraping by, and that customer service is often undervalued. He then proceeds to share the four pieces of technology that companies are using for customer service as part of their best practices: Customer Relationship Management (CRM), Mobile Customer Support, Live Chat, and Self-Service Management.
Each technology gets at one or more of the crucial “elements” of customer service: information, accommodation, convenience, empowerment. But the fifth element is missing.
This is common if your business model is largely transactional, your customer base is
Continue here: customerthink.com
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