No Customer Left Behind

Written by Jim Edwards


As more companies makerepparttar jump to cyberspace every week and billions of dollars flow acrossrepparttar 145244 Internet, nobody can deny that ecommerce plays a significant roll in business today.

However, asrepparttar 145245 aisles of your local online shopping site get more crowded,repparttar 145246 tendency for customer service issues and contact to fall throughrepparttar 145247 cracks increases dramatically.

The main problem for any site revolves aroundrepparttar 145248 fact that email as a means of communication has become unreliable overrepparttar 145249 last couple of years.

Spam (unsolicited commercial email) lies atrepparttar 145250 heart ofrepparttar 145251 problem since it clogsrepparttar 145252 email boxes of bothrepparttar 145253 company andrepparttar 145254 customer.

In an attempt to stemrepparttar 145255 tide of spam, email gets filtered, lost, or deleted on both sides, often leading to hard feelings as customers think their emails have been ignored when actually they've never been received.

As a result, many companies, large and small, have started using "help desk" software to manage their customer communication.

Gone arerepparttar 145256 days of just emailing for support and getting a simple reply back from a live human being onrepparttar 145257 other end.

Spam makes it impossible for a company of any size to operate with email-only support.

A help desk makes it possible not only to maintain a "chain" of communication, but also avoids messages disappearing into cyberspace.

Help desk solutions runrepparttar 145258 range from free to several thousands of dollars for a custom program.

Two very workable and reasonably priced solutions are Kayako.com and Perldesk.com.

(You can also do a search in Google for "free help desk software" if you don't want to spend any money.)

Both offerrepparttar 145259 choice of installingrepparttar 145260 software on your own server, or paying a monthly fee to get a copy ofrepparttar 145261 software installed and maintained onrepparttar 145262 provider's server.

Which option you choose depends on your level of technical ability, level of customization needed, and how much support you'll need over time.

Effective media relations Ė you wonít be talking to the media without it!

Written by Mark Croxford


The mediaís role is to package and spread news, current affairs and public interest information torepparttar public. They have great power to shape and influence public opinion, to target and exploit audience reactions, emotions and opinions.

Setting up and maintaining good relationships withrepparttar 145243 media can be of enormous benefit. Effective media relations promote trust and balance betweenrepparttar 145244 media and an individual and their organisation. Once youíve proved yourself as a useful and dependable information source, youíll realise it can: oHelp to get your story into a news cycle. oProvide opportunities forrepparttar 145245 media to approach you for comment on appropriate stories which in turn helps a journalist add depth, by filling gaps or backing up information, to their story.

Effective media relations is about working with, rather than against,repparttar 145246 media. Thatís not to say you canít have a robust relationship withrepparttar 145247 media. However, adopting this approach gives you better access to journalists when there is something to say inrepparttar 145248 media.

Being available for comment when asked is another essential ingredient in effective media relations. In a crisis, your well-established media relationship can also provide you with a stronger opportunity to get a fair hearing in response.

Consider for a moment reactive media relations -repparttar 145249 only time you deal withrepparttar 145250 media is when things go wrong. The reactive situation puts pressure on outcomes and doesnít always allow for your messages to be delivered in a positive way. Obviously pressured reactive responses, or worst still, no response at all, can negatively influence public opinion of you and your organisation.

Cont'd on page 2 ==>
 
ImproveHomeLife.com © 2005
Terms of Use