RightNow Customer Service
There’s a happy vibe that comes from hearing RightNow when someone offers to help. Our eye was therefore drawn to the following headline, “VLM Airlines deploys RightNow to enhance customer self-service“. SMM has gone with the same theme in the Marketing Right Now series giving practical steps on doing Internet Marketing effectively.
The RightNow deployment will help VLM Airlines deliver passengers an improved customer experience as they interact with the company online.
The majority of VLM passengers fly for business purposes and the company prides itself on being able to quickly and efficiently serve the needs of passengers via user friendly online booking, e-ticketing, internet check-in and short check-in times. With RightNow, VLM customers will now have round-the-clock access to a ‘Simply Questions’ section on the airline’s website www.flyvlm.com, where they can find answers to general travel questions.
Certainly customers appreciate having instant replies when they’re looking for service. Another approach is Interactive Chat which can improve both Sales and Customer Service. For example, Memorysuppliers.com offers one-to-one, 24-hour-a-day chat.
With four people dedicated to chat and email responses, Memorysuppliers.com is one of thousands of ecommerce companies adding chat to its marketing and customer service mix.
What they and many others are finding is that customers are happier and sales growth covers the investment many times over. That makes it win/win.
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BPWrap
November 12th, 2008 at 7:01 am
Win/win = great! I think there is a sticking point with companies when it comes to customer services. A lot of companies try really hard to find new customers but don´t put enough time into holding on to the customers they do have. It costs more to find a new customer than it does to keep existing customers. More and better customer service is definately a step in the right direction.
Monika