Intersecting Minds: Education, Business and Technology at the North Carolina State Jenkins Graduate School of Management

Customer Service in a Web 2.0 World | February 24, 2009

There’s a nice blog post up today over at Ignite Social Media outlining how companies can use Web 2.0 to engage their customers whether it’s to promote awareness or encourage loyalty. The author focuses primarily upon Twitter as a means to communicate with customers, but there are other means for a company to engage.

For example, last night I was doing a bit of online shopping, and when I browsed through a website, a chat window popped open. At first I was surprised, but then I realized there was a live person on the other end. Our conversation went something like this:

Customer Service Agent (CSA): Hello

Me: Hi, is this a real person?

CSA: Yes, yes it is. How can I help you today? Do you have any questions about our products?

Me: Yes, can you please tell me about…

Now obviously this won’t be practical for large corporations that are receiving tens of thousands of hits to their sites every hour, but for start-ups and small businesses using an internet-based distribution model, this has real potential. How nice would it be to have that one to one interaction with a representative of that company every time we shop? Isn’t that a primary reason we get off our butts and go to a store, to receive that personal attention if we have questions?


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