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The Customer Service Balancing Act

Published By: Jive Software
Jive Software
Published:  Jun 26, 2013
Length:  6 pages

Balancing customer service quality and costs is an ongoing battle for most organizations. Superior service means higher labor spend, but shunting customers into long support queues and confusing self-help areas costs companies loyalty and retention. Conventional technologies donít help much: Theyíre fragmented, with no unified view of customer interactions; they donít provide effective peer-based support, leaving customers frustrated and dissatisfied; and they do nothing to improve retention, knowledge-sharing and overall enablement of service rep teams. Learn how social business tools eliminate the conventional cost/quality trade-offs.

Tagscustomer service, customer service quality, customer experience