Much of what I know about Customer Relationship Management (CRM) today comes from this topic. I plan to use the knowledge gained from it in the workplace. The main lesson I learned is that many of the customer’s questions are similar, so it is possible to create some sort of a database with ready-made answers, kind of “Frequently Asked Questions” – FAQs.
These FAQs will allow our call centre to focus on more complex questions that don’t have a canned response. For example, if a client asks, “How to unpack this product,” it makes sense to put that question in the FAQs section. However, if he inquires about, “Is it possible to use your product as a fertilizer,” the question will be much more difficult to foresee.
Another innovative idea that many firms use is to allow the social community to ask each other different questions, kind of “Yahoo! Answers” on a smaller scale. People who will answer questions will get points and thus improve their standing in the virtual community.
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