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Lending Support to the Support Process
For the rest of the December 2003 issue of CRM magazine please click here
What aspect of customer service and support do you believe your customers care most about? 51% Getting to the best person as fast as possible to resolve their issue 25% Accessing the best knowledge specific to their issue 13% Having their business focus and/or customer history understood in advance by customer support 9% Having their problems solved methodically and consistently What systems do you currently have in place to enable your support professionals and/or customers to resolve problems?* 26% Web self-service 26% Search tools 25% Knowledge base 11% Expert forums or communities 9% Collaboration tools Which areas would you like to improve within your service resolution process?* 23% Integration of disparate knowledge repositories 21% Authoring and knowledge capture 20% Access knowledge from outside customer service (e.g., marketing, engineering, other) 18% Reducing the number of systems that agents use on desktop 15% Structured collaboration *Participants were asked to select all that apply. Source: Kanisa and CRM magazine Web seminar, "Reinventing the Customer Support Experience"
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