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Except maybe this: when it comes to customer service the telephone is dead.
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The next great invention in online customer service is the telephone.
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Only customer service staff are allowed to record telephone conversations and both caller and staff members were informed.
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But New York-based Verizion, the nation's largest local telephone company, must still separate its retail and wholesale operations into distinct units, each with its own accounting and customer service operations.
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From my experience, there are a few good ways to do that: make online self-service links prominent on your website and always offer them anywhere you provide your customer support number, integrate online help throughout key processes, promote Web and self-service resources in telephone hold messages, let call center agents notify customers of self-service options, and reply to email questions with the link to self-service content to re-enforce self-service availability.
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