VentureBeat - Latest Comments in Customer service in Silicon Valley? Who’d have thought

Re: Customer service in Silicon Valley? Who’d have thought

Jeans — Mon, 01 Sep 2008 03:25:03 -0000

Re: Customer service in Silicon Valley? Who’d have thought

Jay Parkhill — Tue, 29 Jan 2008 19:59:03 -0000

I don't think Silicon Valley companies forget about customer service- a culture has developed of treating it as "optional".

Satisfaction has a huge opportunity based on the unfilled need and universal complaints. Everyone knows the system is broken, but no one seems willing to risk their margins on a solution.

Re: Customer service in Silicon Valley? Who’d have thought

A. Smith — Tue, 29 Jan 2008 15:24:52 -0000

This elephant has been in the room for some 10+ years! Nice to see someone in tech recognized a need to address it.

Maybe the venture community can get some insights on identifying and funding technologies that INCREASE human interaction:

1. human response times
2. customer knowledge upon response
3. solution response interaction with customers (web, web to pc, web to phone, etc.)

These would be useful and worthwhile enterprise customer service investments instead of those that reduce human interaction, and increase customer dissatisfaction as they move in opposite directions.