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I just had the privilege to chat with a sales support specialists for one of our large book publishers. CCH a Wolters Kluwer business, now gives you an option to ask a question or state a concern via instant message. To me, the process was quicker than emailing customer service and more conducive than waiting on the telephone. Thomson West also has this feature for customers to utilize and I am becoming a fan of this technology in the workplace. |
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Submitted by: Nikki Butler, Acquisitions/Serials Coordinator | More Internet, Technology Posts |
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WOW! That’s great!! I’d love if I could do that to contact all customer support people for quick questions. I also look for IM or chat options on their websites.
Via text message, eh? I’ve never done something THAT fancy, but I am completely enamored with “chat with a representative” that’s available on many larger companies’ websites. Talk about making customer service quick and easy! Plus I feel like I get better service if everything is in writing.
Anne, having it in writing makes it easier for me to. I suggested that CCH apply the capability to have there chat sessions emailed directly to the customer once the session has ended. West already gives you this option.
[…] pushing IM services and skip right to text messaging (SMS) services? Nikki at Jenkins Law Library writes that she was happy with an IM service offered by a book publisher, but my sister (who is not much younger than I am) […]