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David Kay
Principal
DB Kay & Associates
July 2007aCll
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The Internet is revolutionizing technical support. Internet support saves money:
· Support cases resolved through chat are significantly less expensive than those resolvedover the phone· Web-based case submission is more efficient than email· Internet telephony-Voice over IP (VoIP)-has virtually eliminated the per-minute cost ofphone calls, whether local or international
But, this efficiency often comes with a price in customer satisfaction. Customers expect tobe able to solve their own problems or immediately communicate with a person who canmake things right. But too often, these expectations aren't met.
What Your Customers What Traditional Web What's Needed to Expect Channels Provide Bridge the GapA consistent experience, Siloed experiences where A unified web contact no matter how they different people handle center that routes contactscontact you different channels and based on business rules,information isn't shared not the contact channelThe ability to get help from Difficult-to-find contact A contact mechanism wherever they are, whatever numbers or web forms that can be embedded inthey're doing products, emails, or anyweb pageA safety net when Self-service that's A seamless escalationself-service isn't disconnected from assisted process that engagesworking service tools and processes expert help when the userneeds itTalking to the right support Time-consuming triage, Effective skills-based staffer right away, or a re-queuing, and escalation routing with the ability toquick warm handoff if that processes engage other experts asisn't possible neededSecure connectivity Email or chat systems that A service architected forthat doesn't conflict can expose proprietary or security in-depth, auditedwith firewalls regulated information and certified, built usingindustry best practiceSupport staffers that "I'll have someone get back Integrated remote supporthave the information and to you on that," or long and to diagnose and fix issuescapability to resolve the involved instructions in real-timeissue at once
What's needed is a new class of software: web-based Automated Contact Distribution.
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TThhee NNeeeedd ffoorr WWeebb--BBaasseedd CCoonnttaacctt DDiissttrriibbuuttiioonnTechnology being what it is, it's no wonder that web contact management has evolved into alabyrinth of disconnected channels.
Support organizations ha... [download for more]
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