Lending Support to the Support Process
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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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