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By the Numbers-Support's Past and Future
Accounting Technology, November, 2006
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Following are some stats about customer support gathered from industry experts: * Email inquiries, live chat, and Web self-service are forecast to grow at 19 percent CAGR from 2006 to 2010. * Roughly 46 percent of email inquiries never get answered, 26 percent get answered after three weeks, and only 30 percent within two days. * Email automation allows CSRs to handle 54 percent ...
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