| Customer |
Return on Investment |
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Key results:
- Contact center representatives spend 50% less time searching for information.
- Less than 25% of Web self-service inquiries are escalated to call agents.
|
 |
Key results:
- Reduced overall support costs by roughly $8 million a year.
- Improved customer support margins by 10%.
|
 |
Key results:
- Saved $5.8 million in case avoidance.
- Increased customer satisfaction.
- Named one of the 10 best Web-support sites of 2006 by the ASP.
|
 |
Key results:
- Search accuracy for agents improved from 28% to 85%.
- More consistent, effective customer service.
|
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Key results:
- Improved content management procedures.
- Streamlined resolution of complex support cases.
- Reduced service resolution times.
|
 |
Implemented knowledge centered support to...
- reduce support costs,
- satisfy the self-service demands of users, and
- support a new open-source business model.
|
 |
Key results:
- Increased customer satisfaction by 33%.
- Reduced incidences of second search by 20%.
- Enhanced customer intelligence and insights for site optimization.
|
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Key results:
- Reduced email volume by 10-30% for various inquiries.
- Improved responsiveness in employing site enhancements.
- Iincreased agent productivity.
|
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Key results:
- Over 80% accuracy in response rate.
- Search is the 2nd top referrer to high value pages.
- Improved user experience and increased cross-sell/up-sell.
|
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Key results:
- Shifted service incidents online.
- Gained insights into Web prospect and customer behavior.
- Improved online sales and service experience.
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