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作为一家拥有多达15万用户的ISP,Mindspring公司经营得十分成功。然而Mindspring并不希望也不欢迎收接用户们的咨询电话,人们不禁要问Mindspring公司的这种经营态度又如何能够取得成功?答案是Mindspring公司容许用户在公司的Internet网点上(www.mindspring.com)自我服务。有许多项目用户们能够并可以实行自我服务,其中包括改变付款方式的计划,检查帐号状况,增加E-mail使用者的别名,甚至可以重建新的帐号。这一自我服务方式的实行,即减轻了公司电话服务中心的负担,又使那些用户们乐不可支;而且此方式的采用已初见成效,Mindspring已从拥有50人的导购电话服务中心抽调出3人另做他用。虽然节省的人力不到总人数的十分之一,但这仅仅是开始而已。“自我服务方式的采用极大地减轻了客户服务部门的负担。”
Mindspring, a well-established ISP with up to 150,000 users, has been very successful. Mindspring, however, did not want or welcome the calls from users. One wonders how Mindspring’s approach to business can be successful. The answer is that Mindspring allows users to log in to the company’s Internet site (www.mindspring.com). com) self-service. There are many project users who can and can do self service, including changing payment plans, checking account status, adding aliases to E-mail users, and even rebuilding new accounts. The self-service approach, which lightened the burden on corporate call centers and overwhelmed those users, has taken its toll and Mindspring has drawn three people out of a 50-person shopping guide call center Another for him to use. Although the manpower saved is less than one-tenth of the total population, this is only the beginning. “The adoption of self-service has greatly reduced the burden on customer service.”