The Customer Service Survey
Guaranteed Way to Cut Call Center Costs
Mon - September 24, 2007 02:01 PM in
Walmart.com (the web store, not the bricks-and-mortar store) has stumbled on the ultimate way to cut call center costs: close the call center.
According to the New York Times (via Consumerist), Walmart.com has launched a "Customer Contact Reduction" program, which basically boils down to eliminating the possibility of customer contact. So if Walmart.com lost your stuff, or double-billed you, or whatever, you'll have to figure it out using the tools on the website.
The logic (such as it is) is that a "significant number" of calls related to order tracking, and website enhancements will make order tracking easier. In other words, too many people were calling to find out why their stuff hadn't arrived yet.
Since we all know that Walmart.com never evermakes mistakes, there's no need for anyone to actually talk to a person. Brilliant!
Posted by Peter Leppik
The logic (such as it is) is that a "significant number" of calls related to order tracking, and website enhancements will make order tracking easier. In other words, too many people were calling to find out why their stuff hadn't arrived yet.
Since we all know that Walmart.com never evermakes mistakes, there's no need for anyone to actually talk to a person. Brilliant!
Posted by Peter Leppik
Posted at 02:01 PM | | | | |