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Will Internet Savvy Web 2.0
′
ers Lead to the Demise of the Traditional Call Center Model?
Recently, I have read that Twitter of all things is apparently the causeof significant call center layoffs. It was stated that more people thanever are taking advantage of corporate Twitter sites to ask customerservice questions, which means less traditional phone call inquiries(you can read the articlehere
).
And what is this I am hearing about ’super users’? -people that enjoyproducts so much that they surf the web and online corporatecommunities, jumping at the chance to help their fellow users byanswering customer service questions. From a recenttmcnet.comarticle:
 
Since last summer, Verizon has transferred much of the responsibility in certaindivisions that require high levels of customer service to volunteers – people whohave a passion for the wireless, Internet and TV technologies that Verizon peddles,and who like to feel useful. Sound strange? It is. But it’s also true. They’re called “super-users,” and they work through online forums that are gradually developinginto self-sustaining databases where customers can go to answer all their questions.
 
Does this all mean that the end of the traditional customer service callcenter is near?
 
I don’t think so.
 
Don’t get me wrong, there are great self-service companies out therelikeBazaarvoiceandLithium, and they have a place in this ecosystem, but I think people are forgetting to examine the other side of thespectrum and companies likeZappos.com– the reigning King of thecustomer service experience.
 
How does one explainZappos.com’ssuccess in this new self-helpworld? For gosh sakes they don’t even set limits for how long theiragents can talk to callers, and I believe the longest service call theyever had was over 5 hours…..
 
My current thought is that there is a middle ground, and thatappropriate and tempered
call deflection
is the key to success.
 
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