Helping Customers Solve Problems

What systems do you currently have in place? Which areas would you like to improve?

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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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