Your Source for Providing a Better Customer Service and Customer Support Experience

Download the White Paper

In today’s environment, the customer has never been more important - customer satisfaction and retention are critical to any organization’s success, and customer service is essential to that end. The most efficient and successful customer support departments are versatile; providing their customers with a preferred method of support. Today’s customers are tech-savvy and require so much more than simple phone support. Integrated multi-channel service options, such as self-service via knowledgebases and downloads, live chat sessions, mobile applications, ticket systems, social networks, and easy issue escalation paths via the Web must be implemented to empower support teams to provide the level of service that customers expect.

The white paper entitled “Multi-Channel Service: Enhancing the Customer Experience” is available for download now.

The webinar features John Ragsdale, vice president of technology research for the Technology Services Industry Association (TSIA). His area of expertise is in creating strategies for improving the overall customer experience and services operation through technology.

If you missed the webinar, the recorded version is available here. Share your thoughts and continue the discussion here.

A copy of this presentation is available in our SlideShare profile.

Watch the recorded version here

In this recession-driven environment, companies are clamoring to increase revenue and save costs; customer retention has never been more important.  Oddly enough, most organizations spend more on marketing to gain customers rather than to retain them.  A published study by the American Society of Quality Control asked the question “Why do customers leave companies?”  Sixty-eight percent of the respondents answered the question with the following “because of the company’s indifferent attitude to the customer.”  So how can organizations change this apathetic attitude and improve customer retention? The white paper “How to Improve Customer Retention by Building Emotionally Engaging Customer Experiences“explores building an emotional connection with your customers to not only retain them, but have them become customer advocates, recommending and staying loyal to the organization. Read more »