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Helping Customers Solve Problems
What systems do you currently have in place? Which areas would you like to improve?
For the rest of the October 2003 issue of CRM magazine please click here
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What systems do you currently have in place to enable your support professionals and customers to resolve problems?* 27% Knowledge base (custom or vendors' solution) 21% Web self-service 21% CRM/case management only (custom or vendors' solution) 19% Search tools 11% Expert forums or communities Which areas would you like to improve within your problem resolution process?* 22% Content authoring and knowledge capture 20% Reducing the number of systems that agents use on their desktops 20% Structured collaboration 18% Integration of disparate knowledge repositories 16% Access knowledge from outside customer service (e.g., from marketing, engineering, sales, legal, other) *Participants selected multiple responses Source: Kanisa, SSPA Research, and CRM magazine's Web seminar, "The New Imperative for Automating the Problem Resolution Process"
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