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Survey: How Companies Apply Software to Improve Customer Service
Companies Want to Deliver an Effective Customer Experience for Customer Self-Service
September 1, 2005
By:
Susan Aldrich
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Executive Summary:
We surveyed business and technology managers to identify their customer service goals, plans, and investments. The survey results validate what we have observed for some time: Customers in all industries want self-service support from all types of suppliers. Technologies that enable effective customer self-service through a consistent cross-channel customer experience are well understood, well proven, and widely used.
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