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Overview:

Self-service is the fastest-growing customer care channel and is widely recognized as a viable means to dramatically reduce operational costs. However, many companies deploying self-service and e-billing solutions have met with limited success. In most cases, user adoption remains low because most existing self-service and e-billing offerings do not adequately address customers' online needs. As a result, customers continue to use multiple service channels to resolve their issues, further driving up support costs and damaging customer satisfaction. This paper discusses how a person can unlock customer value for the organization through effective online customer care.

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Format:PDFSize:247 KB
Date:Aug 2005
Pages:15

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