Redbox has an online chatting system that allows its customers to chat with the service providers. In this light, I shall consider Redbox as one of the robust competitors that NetFlix has in the market. Although the introduction of online chat and helpdesk is essential for NetFlix, it is important to evaluate the competitors. This desk will help the business to attract such customers and retain them in their business. Such customers might be returning some DVDs or seeking some other help. Physical HelpdeskĪ physical helpdesk is a must-have for this service in order to serve the people who need physical attention. The magazine suggests that it cannot be ignored because it has become a way of life. In fact, it states that online chats have become a popular way of communicating and cannot be ignored. This is due to the increasing demand for online chats in support services. Previous research, which was reported by Forbes magazine, showed that a company loses a lot of customers due to lack of online chats (Luo, 2008). The introduction of the online chat support services will help retain the customers who are already attached to NetFlix and attract new ones. The chatting systems are more efficient than making the calls. It is understandable that calls are very expensive, especially for the foreigners hindering the customers from using their services and opting for other service providers (Bell, Koren & Volinsky, 2010).Īs a result, NetFlix should incorporate online chatting system in their support services. For other problems, they allow their customers to make direct phone calls to the customer care center. Currently, they have provided solutions to the commonly asked questions and problems. Regarding NetFlix support systems, the service providers should have various services. Secondly, they have to evaluate the support services offered by their competitors to make sure that they earn competitive advantage. In light of setting up the support services, they have to consider the needs of customers in order to ensure that the support services are focused on customers.
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