The contest aimed at revealing the fastest customer services summed up its work. This year 22 of 33 companies met the standard of response to a client’s request – the answer was given faster than in 24 hours.
Most companies use an answering system for clients’ requests an only 18% of requests were taken by a human. 10% of clients complain of not getting the answer at all. On the other hand, Mercedes-Benz Company uses the strategy of calling clients back. Fran O’Hagan, the President of Pied Piper Management Company, says that the Internet has become the fastest and the easiest way to satisfy all requests. His recipe is: to use the Internet, include auto-response system and add a personal approach. This way, he say, a company will surely succeed. Ford and Chrysler have shown the fastest progress, obviously because of the increased rivalry on the market, which forced them to improve personal attitude towards clients.
Infiniti, Lexus and Acura are among the best
Most companies use an answering system for clients’ requests an only 18% of requests were taken by a human. 10% of clients complain of not getting the answer at all. On the other hand, Mercedes-Benz Company uses the strategy of calling clients back. Fran O’Hagan, the President of Pied Piper Management Company, says that the Internet has become the fastest and the easiest way to satisfy all requests. His recipe is: to use the Internet, include auto-response system and add a personal approach. This way, he say, a company will surely succeed. Ford and Chrysler have shown the fastest progress, obviously because of the increased rivalry on the market, which forced them to improve personal attitude towards clients.
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