ARIZONAREPUBLIC.com TRIES HUMAN TOUCH

By: Staff reports

Long-term Loyalty Sought Online



One of the biggest complaints from Web users is that their e-mails to sites go unanswered
– or that they’re answered days, weeks, even months later. The Arizona Republic, a daily
owned by Central Newspapers, is addressing this issue with a live, free customer-service
division to help online users of azcentral.com and arizonarepublic.com.


Just as other newspapers are putting their customer services for print subscribers online,
the Republic is featuring representatives who will answer phone calls, e-mails, and even
Instant Messages from users on weekdays between 8 a.m. and 6 p.m. The company said in a
press release that it believes one-to-one communication will build long-term loyalty among
online users.


‘We realized that users are demanding more, and that real-time customer service is a
feature of our sites that we can leverage over our competitors,’ says Leon Levitt,
executive vice president/online services at the Republic.


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Staff reports













(c) Copyright 2000, Editor & Publisher

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