'New Customer Service System'

New Customer Service System

By Office1000 at 01/06/2007 07:29

Office1000 Customer Service Portal

As the rest of the world ponders their new years resolutions, Office1000 has opened the door to its new customer service portal.

The goal is to bring all the information about your orders together in one place. This allows you to easily reorder products, track packages, check the status of an order, view or print your receipts and of course contact our customer service department.

All messages you send to our customer service department and our replies are shown when you view an order. This means you can quickly and easily see what is happening with an order or a problem. We see the messages the same way.

Our customer service portal is broken down into three main sections. Your Orders, Message List and Receipts. The main screen shows the 5 most recent items in each category and of course you can get a complete list.

Your Orders also shows the tracking number(s) when available for each order. You can click on the tracking number to see where your package is.

Click on the order number to see the complete order information. When viewing the order you can click an item number to add that item to your shopping cart to place a new order.

Underneath the order information is our message area. Any messages you've sent or we've sent appear in chronological order and you can send a message from the same screen. This is not a real time chat, but a messaging system we are now using instead of email (no problem with spam blockers).

The Message List shows the most recent messages. When you click on a message it takes you to the order view, where you see all the order information and other messages about the order.

After we receive payment (or make a refund) the Receipts section shows the receipts you can view or print.

For your security and protection we do not store credit card information for use on future orders. Please do not enter credit card numbers or information in the messages, our customer service representatives cannot make use of it. All payment information must be entered in our secure shopping cart.

In the near future our customer service portal will also be used for our presales contact as well. And we plan to work toward automating various customer service processes such as returns.

Our customer service portals offers a "Customer Satisfaction" rating. You can let us know how well we're doing (or not), by selecting Very Unhappy, Unhappy, Satisfied, Happy, or Very Happy. If you feelings change at anytime, you can change your selection.

You can be sure the results aren't pushed into the back room with some pencil pushing statistics analyists. The main work screen of every employee shows a real time overview of how many customers have selected each rating (and whether things are up or down from the previous week).

All employees can also view the customer service history and see where we are doing a good job or not. On occassion a customer will email us insisting that we intentionally shipped an incorrect item, or intentionally caused another problem with an order.

The fact is that any problem with an order results in more time and effort expended by us. For example, when we ship an incorrect item, besides the time spent interacting with a customer, we have to pay to have the incorrect item picked up, and pay to have the correct item shipped. So we end up with more than triple the original shipping cost and a lot of unnecessary time spent.

Our goal with the customer satisfaction survey and sharing it in real time with all our employees is to help everyone work toward providing the best service possible and reviewing where we go wrong so we can strive toward doing it better the next time.

Office1000