Customer Service in the Age of the Internet of Things

Harvard Business Review

Self-service knowledge bases — or your online customer resources for product information, FAQs, and how-to''s — will not only reside on web portals.

FAQ 16

We Appreciate Your Business. Please Stay on the Line.

Harvard Business Review

FAQs are great, but customers still need to talk to your people. On a recent business trip I somehow left my credit card at a restaurant in San Juan. No big deal, I thought: Simply call the bank.

The Customer Support Hierarchy of Needs

Harvard Business Review

One solution is creating a rich, updated knowledge base like Google’s FAQs that can help streamline support issues by helping customers help themselves.

FAQ 16

Sell Your Product Before It Exists

Harvard Business Review

Especially when selling a device that stores sensitive information, this bias is a major hurdle to product adoption, and Coin went to great lengths to attempt to put consumers at ease (including a 75-question FAQ on their website). There’s crowdfunding and then there’s crowdfunding.

Reis 12