When is self-service customer service recommended

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Reference no: EM132081693

1. In-house Customer Service (CS) departments are usually used when which of the following circumstances applies?

When the company cannot find sufficient firms willing to take on their CS department

When a company‘s product or service is simplistic

When a company wants to protect intellectual property

When a company has an undifferentiated product or service from the competition

2. When is self-service customer service recommended?

When a customer is familiar with the product and website

When a customer is new to the product or service

When a customer is looking for a catalog item or service

When the website caters to some Internet savvy individuals

3. If a simple service start-up company has a limited budget and mostly daytime customer service calls, what would be the most likely preferred combination to address their straight forward customer service needs while showing customers they are valued?

A daytime phone line and after hours self-service

In-house call center, and after hours call center offshored

Outsourcing to another firm completely

Day time live chat and after hours call-center outsourced

Reference no: EM132081693

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