Kobo Developing New Customer Service Program – Click 2 Call

Kobo has consistently been rated one of the worst companies to deal with for customer service issues. The Canadian based company realizes they are doing a poor job and are secretly developing a new program called “Click 2 Call.” The Leaked document says “In our ongoing effort to improve our Customer Experience, we are pleased to announce the introduction of the next phase of our customer contact strategy: Click 2 Call. Kobo Customer Care will introduce this new approach starting with our customers in English markets, then expanding to include all our supported languages. We will begin with North America on March 20th, 2014.” What will this new program accomplish? Reducing call times: The agent will have all the customer’s information on hand and will not need to spend valuable time collecting it. There will also be Reduced hold times: The agent will be able to investigate and troubleshoot the issue prior to calling the customer. All of these new features collectively will make it easier on the customer to not always have to give their data out, each time they speak to an agent. The new customer service portal is in testing HERE . It basically asks you for your Kobo account details and what version of the Kobo e-Reader or app you are using. Since Kobo devices are sold all over the world, it even prompts you to choose from a drop down menu where you purchased it from. There are different support options for you to correspond with agents. You can talk to them on the telephone, chat with them online, or engage in email support. I think this new Kobo customer service solution is a step in the right direction. There has been a thousand horror stories of getting lost in the existing infrastructure. It is basically a merry-go-round of getting bounced to different tiers of agents, who often never return the calls. Kobo Developing New Customer Service Program – Click 2 Call is a post from: Good e-Reader

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