The customer should be given the liberty to access information, or help may be provided to him through an agent. Most customers prefer to find information or initiate transactions on their own. Every transaction should customize the offering so that each customer is accorded a special treatment. The extent of preference give to a customer could be based on the past experiences of the enterprise with the prospect. The employees and the systems should know the customer and further build that knowledge base with every customer-contact. It can be then used to further personalize the service customer.
For getting the best out of electronic front door in providing world-class service to customers, is to enable and empower the employees who manage it. Employees from the cornerstone of any service. They should therefore be provided with the right tools, processes, information and training to deliver a world-class customer experience. The best way to achieve excellence is using the electronic from door is to monitor success over a period time while using it. Quality initiatives and constant monitoring of processes go a long way in winning customer satisfaction. Process re-engineering and continuous up gradation of technology is a must. The Best practices of the industry can be used as a bench mark on an on-going basis. his will ensure consistent and quality service to customers.
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