2003.09.30
別讓他等
許多電信業者的網站上都會有客戶服務的機制，提供包括費率修改、服務設定、帳單查詢，甚至繳款等各種功能。不過一般消費者通常都習慣直接打電話給客服中心要求辦理，如果電信業者希望節省客服的成本支出，讓多一點的顧客上網自行DIY的話，就要做到讓第一次來的人，在提出使用申請之後，馬上就可以使用。
像台哥大的用戶如果第一次提出網路客戶服務的功能，得等上「24-36小時彙整個人資訊」的時間。我想很多人看到之後可能就直接拿起電話，而不會真的在兩三天之後，想到再上來一次。台灣大哥大的網路客服使用率恐怕因此而減低不少。如果要利用網路提供現有客戶服務的話，最好讓顧客在申請之後就能立刻使用，別讓他等！
案源：台灣大哥大 http://www.twngsm.com.tw/
Posted by Alex Chiu at 04:55 下午 in 流程, 電信業 | Permalink
Comments
和這個例子有「異曲同工之妙」的是世華網路銀行的【與我們連絡】單元。當顧客填寫完問題之後，會出現下面這段話；
謝謝您的來信，您的寶貴意見均已分別轉送至您的MyBank專屬服務代表及本行客戶服務中心，如果您在三天內沒有收到回應，請來電至(02)2753-1423轉資服組，我們會有專人進一步為您處理，謝謝!!
這段話會給顧客不好印象的原因是，1.「我可能不會得到回應」﹔2.「我得先把這支電話號碼抄下來，以免等了三天還沒有人跟我連絡的話好打」。
比較好的做法應該是先向顧客保證會有人即刻主動連絡，並且在幾天後再與客戶做另一次聯繫，確認他的問題已經獲得解答或處理。如果擔心人工成本太高，也可以用軟體自動化的方式處理。不過世華網路銀行至少有做到辨別提問顧客的身分，而沒有像一些網路銀行一樣，明明已經登入了，在要透過網路詢問時，還得再填上一堆個人資料！
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