The Customer Service Balancing Act
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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 improve retention, knowledge-sharing and overall enablement of service rep teams.
Now there's an alternative that eliminates the conventional cost/quality trade-offs. Jive Customer Service Communities, powered by Jive's social business platform, provide an optimal combination of assisted peer-to-peer support communities, call deflection, selective escalation and productivity - enhancing private collaboration. The result? A combination of reduced call volume and faster resolution times, happier customers and lower costs.