I had tough time filling a online form. Here are some points, many know
already, but new ones need to be instructed again. Especially so in
customer service online forms or apps.
Make all the fill up text
boxes ample, not cramped. Message area needs to be wide and long. Not
an excuse of a square, where you can only say "Hello".
insist on all Mobile Number, A landline, an Email. Just one of them is
enough, not all. A Twitter account of customer also can be requested.
the form has validation or capthca, may it have memory. The user need
not fill everything all over again for one error. Make validation
intelligent and after three submits, take what customer gives, even if
it appears to be a riddle. The phone is enough.
Most of us, even
me when i made/sold products, do not like the "Return". This is not
healthy, Customer support must be proactive, enthusiastic and like some
say Fanatic. A brand survives and sells itself only on Genuine Customer
Support. Just communication or Half-Hearted attention will not work for
Things like passing the buck and corporate tennis or
even merry-go-rounds should be avoided. Lastly, do not sell products or
services in a city, unless you have trained personnel, spares,
replacements and at least one service center in that city.
are everything, but do not dump it or force-feed on a customer, more so
in communication areas. Use time-tested methods and slowly move people
into new methods and systems. It has to be done one day, till then, let
old and new versions exist as options. A person with outdated PC and
Software must be able to send an email or log a message into a forum.
Usability, Sincerity, Sensibility, Solutions, Spares and Service ....
could be the keywords you ponder over, if you want to do Customer
Support, that really means Business.
Otherwise be warned of a
"Maintenance and Return Bubble". The good part, this will create more
local jobs and entrepreneurs.Focus on Usability First - Aesthetics and Technology Later - Support The Customers