| Publisher | KANA | ||
|---|---|---|---|
| Format | 15.1KB PDF | Date added | 06 Dec 2004 |
| Topics | Customer Support Services | ||
| Downloads | 11 | ||
In the late 1990's, the buzz in CRM was directing customer service inquiries to the low-cost channel. With the growth and expansion of the Internet, Web self-service, at just pennies per transaction, was hailed as a panacea to an over-reliance on high-cost, human-assisted channels, particularly the telephone. Companies believed that empowering customers to find their own answers on the Web would lead to a reduction in inbound call volume and service delivery costs and that both them and their customers would be happier as a result. With the continued maturation of the customer service industry, many organizations are beginning to realize that the low cost channel isn't necessarily the right channel for every customer interaction.
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