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The future of your customer service department still involves skilled labor. In fact, the labor is more skilled than it is today and it will be able to handle more volume because of the self-service tools your customers will have access to. Customer service will turn into customer success—a proactive element to drive more business and maintain loyalty thru convenience.
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About Jennifer Matt
Jennifer Matt is the managing editor of WhatTheyThink’s Print Software section as well as President of Web2Print Experts, Inc. a technology-independent print software consulting firm helping printers with web-to-print and print MIS solutions.
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Discussion
By Chuck Werninger on Dec 09, 2020
You're exactly right, Jennifer. My goal is to ensure that our customer service team has time to provide high-worth, professional customer service instead of filling their day with low-value clerical tasks. Plus, today's print customers seem to prefer self-service and I'm constantly surprised how many orders we receive in the middle of the night and over the weekend when nobody is working at our plant.
By Jennifer Matt on Dec 09, 2020
Chuck,
Thank you for this comment. It's important to hear printers describe their experience of self-service preferences of their customers. We all need to openly accept that is the growing trend and has been for a long time.
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