Probably in one way or another, we’ve all been affected by the growing numbers of layoffs and overall concern over job security, even for those in seemingly ‘secure’ positions. This week I took a look at Jobfox, (www.jobfox.com) who describes itself as the Internet’s “fastest growing job site in America.” Their angle is somewhat different from other job sites – they connect working professionals with corporate recruiters using what they call a “mutual suitability system” to match up prospective employees and employers. With a big surge of new prospects, (daily hits on the Jobfox website reportedly surpass one million) and ten sales and support offices across the U.S., keeping up with the number of customer service requests became a big challenge. It was clear they’d outgrown their manual ticket-tracking approach, and needed a self service application that would let job seekers find answers to their questions themselves, fast. Jobfox’s customer service manager turned to on-demand software and was able to implement the customer service software inside a month. Job seekers (many are online after hours and on weekends) need their questions answered quickly. A customer support portal is good for job seekers who need a 24/7 knowledgebase, and good for Jobfox who can now speed their response time to requests that do require more help. (I found more than 60 knowledgebase articles, including one that explained what the little bulls eye means next to a job listing.) It’s a win-win: fewer customer service tickets, and the rising number of job seekers using Jobfox find what they need easier and faster.
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Apr 20
