PLUSNET
“ There ’ s a balance to be had in keeping customer validation both secure yet simple . People don ’ t want to jump through hoop after hoop in order for us to help understand their problem however we also need to keep our customer data protected as an absolute priority ,” adds Leather .
Technology will play a major role in this situation , with Plusnet using information and technology to make information to video self-help information . Mobile and the customer is a transformation that will only continue to get bigger ,” he comments .
On your time
A major challenge with customer service has been the inability to separate a customer in need of immediate support from a customer who is just making an
“ Mobile and the customer is a transformation that will only continue to get bigger ”
decisions quickly and to provide better support to the customer .
On the move
The second principle is the response to the proliferation of mobile and smart phones . Leather admits that Plusnet must recognise that the way to get through to this generation of customer is through mobile .
“ It could be everything from rendering web pages , simplified enquiry . Ultimately , both customer types will need to queue for the same amount of time .
“ This isn ’ t consistent with the way we operate in everyday life . We require information on the move , so why should we make people pause everything to obtain the information they need ?” he says .
The three principles of customer management represent the customerfirst nature of Plusnet . It all serves to
64 July 2017