Business Services Industry
The Shift to Web Self-Service
Customer Relationship Management, November, 2007 by Peery, Bob
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Establishing a Knowledge Management Initiative
Most customers expect businesses to have a web self-service offering.
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According to a 2006 Forrester Research report, customer behavior changes are driving companies to invest more in selfservice. Additionally, businesses are realizing the benefits of not paying $5 per interaction to provide web call-back or chat-they can pay 25 cents or less to resolve the issue and provide 24/7 customer service via web self-service. Leveraging knowledge management (KM) best practices is essential for all companies, but it's even more critical for those replacing ...
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Most Popular Articles in Business
- Research and Markets : Tesco Plc - SWOT Framework Analysis
- Do Us a Flavor - Ben & Jerry's Issues a Call for Euphoric New Flavors
- eBay made easy: ready to start an eBay business? These 5 simple steps will ...
- Katrina's lawsuit surge: a legal battle to force insurers to pay for flood ...
- Wal-Mart's newest distribution center opened last month near the southwest ...
- More »