• December 1, 2003

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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