The Customer Service Balancing Act
Balancing customer service quality and costs is an ongoing battle for most organizations. Superior service means higher labor spend, but shunting customers into long support queues and confusing self-help areas costs companies loyalty and retention. Conventional technologies don't help much: They fragmented, with no unified view of customer interactions. They don't provide fast answers and effective peer-based support, leaving customers frustrated and dissatisfied; and they do nothing to imp...
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