Customer Service /
- Hyperservice -- Serving Customer Communities in New and Better Ways
- Virtual Communities -- Managing and Profiting from Empowered Customers
Internet-based communications media will radically transform the process of
customer-vendor dialog over the next decade.
- This is happening most rapidly in high-tech and business-to-business markets where
customers and vendors are technically adept, and where customer communications and support
needs are complex and time-sensitive.
- It is also happening wherever customers have strong drives for knowledge and control.
These new approaches promise to enhance customer relationships while reducing support
- Enhanced support will improve customer relationships and increase follow-on sales.
- Rich customer dialog will become central to the one-to-one marketing strategies of the
- Support delivery will become more efficient by applying new and old methods in synergy.
- Customers will demand rich, high quality online support as a key vendor qualifier.
- Customers will gain power to choose businesses that serve them effectively
- New business models will focus on managing and serving focused communities of customers
Companies who fail as early exploiters or quick followers will lose to more responsive
Customer dialog is an ongoing collaboration best aided by a combination of media
channels. New media will not replace old media, nor will all communications be fully
digital any time soon.
- Web sites should gracefully complement call centers and help desks, as
driven by user need and preference. For example, a Web site can include "call me
now" buttons that trigger a live conversation -- after the customer has drilled down
on the problem and decided he needs a person to help complete the solution process (one
who sees where he has been so far, and can guide him through additional online content as
they speak). Building this capability requires work on both the Web site and the call
- Other "groupware" collaborative and messaging tools can also
synergize with traditional processes. For example, newsgroup / bulletin board discussions
can empower customers to help one another, and in turn feed a process of continuous
refinement of documentation, FAQ's, and searchable knowledge bases.
- Well-managed, focused, and active virtual communities can support
free-standing businesses that generate rapidly increasing returns from vendor transactions
and services, direct marketing, advertising, and sponsorships.
Exploiting these evolving opportunities takes a multidisciplinary team that combines
vision with pragmatism -- to assess the options, set sound priorities, and gracefully
transform a critical, ongoing process. It requires people who appreciate the new media, as
well as the realities of business operations and support -- who can build new
communications media that work alongside and in concert with existing media -- and who can
apply strong project management and consensus building skills.
We can contribute in roles ranging from full-time leadership or participation in your
team, to short, discrete projects. Tasks in which we can contribute or lead include:
- Opportunity assessment
- Strategy development and approval
- Process analysis and reengineering
- Systems analysis, architecture, and design
- Proposals, white papers, consensus building
- Infrastructure issues/resources/constraints (technical, operational, and organizational)
- Project planning, coordination, and tracking
- Task specification and sourcing
- Web site content, design, navigation, and usability
- External information services sourcing / controls
- Needs and support analysis for:
- Knowledge base development / architecture
- Transaction processing / problem tracking
- Customer messaging and workflow processing
- Bulletin board discussion forums
- IT development, operational support, service level management, and security/integrity
Please contact us to explore how we can contribute to meeting
your particular needs.
Richard R. Reisman, President, Teleshuttle Corporation
799 Broadway, New York, NY 10003
(212)-673-0225 fax: (212)-673-0226
Richard R. Reisman: Capabilities Summary / Biography / Background Details
Connective Media + Information Technology
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