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Customers abandoning call centers in favor of social media and other online communications.
Phenix City, AL (PRWEB) February 17, 2013
Funeral.us.org says their online and mobile customer service initiatives have become so successful that they have now become the primary way of interacting with customers.
“When we launched our online customer service initiatives last year, we had no idea they would be this popular,' said a company spokesman. “But they have exceeded our expectations.”
The company said the majority of customers with questions or concerns now use their online chat option or contact them through their various social media channels including their customer service blog, Facebook or Twitter.
“We have also seen an explosion in people contacting us through their mobile devices,” said the spokesman. “It looks like the era of customers calling companies when they have problems may be becoming a thing of the past.”
In response to the trend, the company plans to invest more heavily than predicted in online and mobile customer service.
“We need to make sure our system is able to handle an ever growing number of online contacts,” said the rep. “We'll be training our current call center staff in online customer serviced techniques in order to meet the demand.”
As people have gone online for customer service contact, their satisfaction ratio has improved, shared the company.
“Our customers are giving us progressively more and more positive feedback,” said Funeral.us.org. “It looks like going mobile is good for everyone in the customer service industry.”
Funeral records website Funeral.us.org was created to serve the needs of public records clients across North America. With thousands of requests processed each day, Funeral.us.org continues to grow as a reputable customer service resource. Visit Funeral.us.org to chat with a live representative or call 1-888-737-6387 with any questions or concerns.
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