Business Services Industry
Internet support works for most, survey finds. (Customer Support).(Brief Article)
Customer Interface, September, 2002
An arrow majority of companies that have deployed Internet-based support believe that it has improved customer statisfaction, according to a new research report from the Help Desk Institute (HDI), "iSupport Report: A Benchmark & Analysis of Internet-based Support Practices & Performance." The research reflects the fact that Internet-based support has become a hot topic in the service and support industry over the last few years.
Support organizations have begun investing in, developing and/or procuring new ways to resolve their customers' problem, according to HDI. The report, developed with leading industry companies, Benchmark Portal and Support Performance, offers metrics, guidance, and strategies for processes, investments, and performance for...
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