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The Customer Service Balancing Act

Jive Software

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 donít help much: Theyíre fragmented, with no unified view of customer interactions; they donít provide 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. Learn how social business tools eliminate the conventional cost/quality trade-offs.

Tags : customer service, customer service quality, customer experience, customer experience/engagement
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Published:  Jun 26, 2013
Length:  6
Type:  White Paper