5 Things You Can Do to Build Barrier-Free Online Customer Service ...

Your customers don?t always know what?s best for them (as Henry Ford said ?If I had asked people what they wanted, they would have said faster horses.?) but they do know how to leave your brand behind if they can?t find the smooth interaction they need when they are ready to do business.

Online self-service options for your customers are important because of the nature of today?s customers?their lifestyle, our global culture, and the competitive business environment. Self-service is driven by the empowered customer who wants service and assistance on their own terms.

1. Begin the exercise of seeing everything about your business through the lens of your customer, by pretending you are one. Much will reveal itself when you walk through your business from that perspective. You must see the flaws in order to improve them

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Source: http://blogs.salesforce.com/strategy/2012/08/5-things-you-can-do-to-build-barrier-free-online-customer-service.html

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