By having well informed Level 1. We have a very transparent work environment. There are very few secrets.
> On Mar 10, 2019, at 12:37 PM, Mike Hammett <af...@ics-il.net> wrote: > > I don't see how level 1 support would know the questions to that either, > authoritatively. > > > > ----- > Mike Hammett > Intelligent Computing Solutions > > Midwest Internet Exchange > > The Brothers WISP > > > > > From: "Matt Hoppes" <mattli...@rivervalleyinternet.net> > To: "AnimalFarm Microwave Users Group" <af@af.afmug.com> > Sent: Sunday, March 10, 2019 11:11:34 AM > Subject: Re: [AFMUG] customer messaging alternatives to FB > > Social media is The Last thing I want to outsource. We pride ourselves in our > very local and friendly approach to folks. > > I don’t see how an outsourced support center can respond to someone asking > “when will you be in area X” or “how many trees do I need to cut down to get > your service” > > We pride ourselves in Level 1 solutions. Meaning a customer never gets > escalated and never requires a call back. The solution happens during that > chat session or phone call. > > All employees are empowered to help the customer. And the employees know what > is going on. > > > On Mar 10, 2019, at 12:00 PM, Mike Hammett <af...@ics-il.net> wrote: > > ServerPlus will handle social media and phone support for you. > > > > ----- > Mike Hammett > Intelligent Computing Solutions > > Midwest Internet Exchange > > The Brothers WISP > > > > > From: "Ken Hohhof" <af...@kwisp.com> > To: "AnimalFarm Microwave Users Group" <af@af.afmug.com> > Sent: Sunday, March 10, 2019 10:43:33 AM > Subject: [AFMUG] customer messaging alternatives to FB > > Since Zuckerberg’s blog post about the future of messaging on Facebook, there > has been a lot of discussion about how young people especially dislike the > public post approach of social media platforms like Facebook and prefer > alternatives like Snapchat and WeChat. > > Occasionally we get customers sending us a PM on Facebook, trying to use it > like tech support chat. We find it to be very inefficient, and try to get > them to email us or call, but most of the time they just engage in a series > of back-and-forth Facebook messages. This morning we got a message “I have a > question, can you help?” I don’t know, what’s the question? > > Unfortunately, Facebook seems to be the only social media app or platform > widely used by our not-so-young not-so-savvy customer base. At least as far > as we know. Maybe they are going crazy on Snapchat, Instagram, Slack, > WeChat, Twitter, or some other platform we don’t use. > > Are you folks finding something other than Facebook for your customers to > contact you with private messages? Maybe not a public platform at all but > some kind of chat feature on your website? But chat needs 24x7 staffing and > that means outsourcing or a chatbot, not sure I want to do that. We do have > a “contact us” form on the mobile version of our website, and sometimes > people do use that, but that only works if they answer their phone and/or > check their email. > > -- > AF mailing list > AF@af.afmug.com > http://af.afmug.com/mailman/listinfo/af_af.afmug.com > > -- > AF mailing list > AF@af.afmug.com > http://af.afmug.com/mailman/listinfo/af_af.afmug.com > > -- > AF mailing list > AF@af.afmug.com > http://af.afmug.com/mailman/listinfo/af_af.afmug.com > > -- > AF mailing list > AF@af.afmug.com > http://af.afmug.com/mailman/listinfo/af_af.afmug.com
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