Improving the Value of Self-Service with On-Demand Service and Support Solutions
Salesforce.com customer Enterasys achieved a 92 percent customer satisfaction rating
In today’s fast-moving markets, companies need to balance the relentless demand for profit with the often expensive task of devising a unique value proposition. To satisfy shareholders in the short term, most companies seldom look beyond a few basic goals:
• Increasing revenue by delivering differentiated products and services
• Decreasing the cost of sales, marketing and service initiatives through better execution
• Enhancing the customer experience to improve loyalty and reduce churn
Self-service business processes have been around for decades, as embodied in automated teller machines (ATMs), interactive voice response (IVR) systems and the World Wide Web.