Surface Ripples

“Silo” Helpdesks

How often have we reached out to a “Helpdesk” email address only to receive a response asking us to “Please contact … number”?

I recently received one from the digital banking section of the bank that manages my business’ account.  My message provided all the details needed for an inquiry to be instituted, but instead I was told to “call…”

Such a “silo mentality” only serves to increase “friction” between customers and suppliers.  With the proliferation of online and remote services through the internet, smart phone apps and now AI, the personal service ethic and customer-centred responses are more critical than ever in maintaining customer satisfaction and revenues.

In this case, I was lucky.  I knew a senior manager at the bank concerned and forwarded to him the message I received.  He was able to take action with his team to change the process and remove the “friction”.  What worried me more though was how many other clients had received similar replies from someone who thought they had “done their job” by redirecting them.

Our customers have more choice than ever in terms of whose services they use and how they use them.  Our job is to make sure they keep using ours and that means a “personal touch”.

I deliver change in markets ranging from the most developed to “emerging” economies. With a wealth of international experience in international financial services around the world running different operations and lending businesses, I started my own Consultancy to provide solutions for improving performance, productivity and risk management.  I work with individuals, small businesses, charities, quoted companies and academic institutions across the world. An international speaker, trainer, author and fund-raiser, I can be contacted by email. 

Labels: Customer Care, Productivity, Teamwork

posted by William Martin @ 08:43