A rapidly growing number of companies are employing web-based service technologies to increase service levels, reduce service costs and shrink customer response times. Companies are transforming their call centers, help desks and Internet delivery platforms into integrated service centers that can quickly respond to customer needs regardless of service channel. The benefits of providing “integrated service” are numerous. Satisfying service creates greater customer loyalty and customer loyalty translates into a longer-term and often more extensive customer relationships, leading to greater economic value for a company.
This White Paper summarizes insights, lessons learned and effective practices from an elite group of managers and companies that are leading the way in e-business.