startupprogress
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Mulling over an idea as there is an obvious need for improved customer service, so was hoping for some feedback on it, and what you guys think...
It's a website that consumers will go to in order to resolve any customer service needs.
Instead of having to go find a phone bill, credit card statement, or customer service number, a user will come directly to this site to get "x" solved. The purpose of the site is to allow for a user to easily resolve any issue they are having with some large corporation through this site.
The site will act as a personal outsourcing of a tedious, time wasting, and boring task of spending time on the phone with various customer service agents. Being able to immediately contact the site/company via telephone, skype, gchat, email, etc is extremely important. Equally as important is the ease of use of submitting a request/task, with all of the necessary customer information in order to resolve it.
For instance, if they need to get a billing issue with their cellphone resolved, they will have to submit certain information about the account with very little effort. (Perhaps take a picture of the bill)? Or to change the delivery address of a package they're accepting, the site will need to collect tracking # and shipping/billing info.
Payment is accepted upon submission of the task.
After collecting this information, the site will be responsible for fixing the situation with the other company, only updating the user either when more information is needed to complete the task, or if/when everything is resolved.
If the site is able to resolve the issue, payment is collected. If it isn't payment is returned.
I see two issues with it:
- Scale: Contacting all of these customer service departments would require many people, and many man hours. No way I can think of to automate this, at least not yet.
- Privacy/Identity: Usually when calling customer service lines, you have to prove that you are the person you say you are when calling. Not sure if this is an issue if that person gives you certain information to get the issue resolved, but the companies that we would be calling on probably wouldn't like it after getting wind.
Would love to hear some feedback, alternative business models, other ideas along the same line, etc. Lay it on me.
It's a website that consumers will go to in order to resolve any customer service needs.
Instead of having to go find a phone bill, credit card statement, or customer service number, a user will come directly to this site to get "x" solved. The purpose of the site is to allow for a user to easily resolve any issue they are having with some large corporation through this site.
The site will act as a personal outsourcing of a tedious, time wasting, and boring task of spending time on the phone with various customer service agents. Being able to immediately contact the site/company via telephone, skype, gchat, email, etc is extremely important. Equally as important is the ease of use of submitting a request/task, with all of the necessary customer information in order to resolve it.
For instance, if they need to get a billing issue with their cellphone resolved, they will have to submit certain information about the account with very little effort. (Perhaps take a picture of the bill)? Or to change the delivery address of a package they're accepting, the site will need to collect tracking # and shipping/billing info.
Payment is accepted upon submission of the task.
After collecting this information, the site will be responsible for fixing the situation with the other company, only updating the user either when more information is needed to complete the task, or if/when everything is resolved.
If the site is able to resolve the issue, payment is collected. If it isn't payment is returned.
I see two issues with it:
- Scale: Contacting all of these customer service departments would require many people, and many man hours. No way I can think of to automate this, at least not yet.
- Privacy/Identity: Usually when calling customer service lines, you have to prove that you are the person you say you are when calling. Not sure if this is an issue if that person gives you certain information to get the issue resolved, but the companies that we would be calling on probably wouldn't like it after getting wind.
Would love to hear some feedback, alternative business models, other ideas along the same line, etc. Lay it on me.
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