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BizReport : White Papers : Sales & Marketing

Self Service Drives Dollars for the Contact Center

Customers want answers to their questions more quickly, more accurately and increasingly in the channel of their choice. Research indicates:

  • 75% of companies that have implemented self-service into their contact centers have seen at least 25% improvement in customer satisfaction
  • One-third of companies are planning to implement a self-service solution within 24 months
  • Meeting or beating the competition requires self-service
  • Self-service can reduce operating costs
Self service in the contact center can have staggering results:
  • 65% increase in customer satisfaction
  • 58% increase in first call closure rate
  • 39% increase in customer retention
Read the rest of the Aberdeen Group's findings in their May 2007 benchmark report, sponsored by Neocase Software.

Prepared by Aberdeen Group; Sponsored by @@[email protected]@.

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