Citation
(2003), "Pioneering spirit", Work Study, Vol. 52 No. 3. https://doi.org/10.1108/ws.2003.07952cad.001
Publisher
:Emerald Group Publishing Limited
Copyright © 2003, MCB UP Limited
Pioneering spirit
Pioneering spirit
Audio and visual entertainment equipment provider, Pioneer has utilised self-help technology on its Web site to offer customers a faster way to get answers to basic questions. In doing so, Pioneer has reduced the number of e-mails arriving in the customer service centre by 65 per cent. The installation of RightNow eService Centre – which took just ten days – gives Pioneer an advanced FAQ (frequently asked questions) database which allows customers to fix many problems for themselves. Jim Langley, customer service manager at Pioneer, said that the old FAQ system employed by his company was rarely used because it was fairly static, whereas the new system constantly updates depending on the types of questions asked. "Because our product set changes so often, we need our staff to be up to speed with the latest developments, the self-help system gives us more time. Similarly, we needed a system that could keep pace with the technological changes here." Langley said the rapid return on investment was possible because of the planning by the supplier and the customer. The 50 most common problems were identified early on and by providing these answers, many routine queries were taken away from the live agents.