Human attention is much more expensive than people expect. People expect human attention immediately if they ever need it. People think human attention is built into your price. These are not easy constraints to satisfy, but they are satisfiable at least some of the time.
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An example of this: no single transaction involving a retail customer below approximately a mortgage would have positive contribution to a bank's bottom line if a person talked to you about it.
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The bank doesn't employ people so you can talk to them. The bank employs people so that you use that bank when you *don't* need to talk to anyone.
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A useful number to keep in your head, from a US-based call center a long time ago: seven dollars. Seven dollars is the cost of picking up the phone. (I earned $10.25 an hour, and was confused as to how that math works, and was told "overhead." It took years before I understood.)
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$7 blows away all the contribution margin from a
$N million domestic wire, about a $500 to $1k credit card transaction (for the issuer), a middle class American's primary banking relationship for about a month or so, a month of B2C SaaS, etc etc etc.Show this thread -
Note that $7 is *very much not* the top end of e.g. "How much does it cost to respond to a ticket given that the ticket will be touched by e.g. a San Francisco-based engineer multiple times?"
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Anyhow: Hug your customer support professionals close. Understand that this is the math dictating why it is difficult to get a human on the first ring in many places. Understand that most places with sucky CS didn't say "Strategy memo: humans, who cares what they think."
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I guess todays theme on Twitter is customer service
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you're forgetting the loops of good customer service -> revenue :)
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Incentivize your CS reps for resolving customer problems the first time they call instead of minutes per call and you’ll get the results you realize want
Thanks. Twitter will use this to make your timeline better. UndoUndo
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