The Successful CXO
Committed to Customer Service

From the Aberdeen Group, these are the characteristics of Best in Class Companies:

• 91% allow customers to track issues over the web
• 57% track customer support center performance across all available channels - email, chat, web, voice
• 62% use Integrated Voice Response (IVR). only 48% of average compaies and 41% of laggards do so

How did they do this?

1. As mentioned above, they tracked performance across all channels
2. They made sure there was integration across all channels in real-time to preserve consistency
3. Back end systems such as ERP and CRM were also integrated to be available to the self service portal.

Best in class customer service and support translates into large improvements in customer satisfaction, first call resolution rates, and customer retention. And that all results in increased revenues.

Bottom line......is the bottom line. Best in Class customer service and support can increase yours.