For many years, businesses maintained a working model where individual departments lived and worked in isolation. One department handled this aspect of the business, this department another. In many instances this led to a lack of communication and understanding. But then, starting roughly twenty years ago, companies like Amazon and 3M implemented the “Whole Company Support” Model. It encouraged communication and empathy between departments by using “cross-training” principles. In Amazon’s case, all managers, all the way up to CEO Jeff Bezos, work in a call center for a few days, or in a warehouse. Many employees have stated this approach gives them a whole new appreciation, not only for other departments, but for customers as well.
So how does this translate into customer service? Easy. It gives other departments an idea of what customers need and what customers want, and this allows them to develop products, services and business strategies that better suit these wants and needs. This in turns leads to greater sales and a better bottom line as customer needs are satisfied.
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.
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