Escaping the Customer Service Dilemma
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How You Can Make Customers Happy, Make Your Support Reps More Effective, and Cut Costs—All At The Same Time?
Here’s one way to do customer service: provide premium live support to everyone, win the love of your customers, and watch your margins evaporate. Here’s another way: hold onto your money, shunt customers off into long support queues or online self-help, and watch brand loyalty and repeat business take a hit. Or you could pick something between those two extremes. But you’d still be balancing the same old trade-offs: quality versus economy and customer satisfaction versus labor costs.
Or, you can pursue the option detailed in this complimentary whitepaper.
Those who have done so, including companies like T-Mobile, McAfee and National Instruments, have enjoyed the following average results:
- 28% reduction in support calls
- 26% decrease in channel support costs
- 33% increase in clicks from Google searches
- 32% percent less time spent for agents to find answers
- 30+% percent increase in customer satisfaction and retention