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At A Glance: Customer Service


What percentage of your company's customer-service inquiries--from business or consumers--are handled electronically and automatically, without human intervention?


InformationWeek
September 17, 2001 12:00 AM

Average
Total 25%
Automotive 24%
Banking 51%
Biotechnology & Pharmaceuticals 13%
Chemicals 13%
Construction & Engineering 20%
Consulting & Business Services 20%
Consumer Goods 26%
Distribution 25%
Electronics 26%
Energy 18%
Financial Services 41%
Food & Beverage Processing 25%
Health Care & Medical 23%
Hospitality & Travel 25%
Insurance 20%
Information Technology 30%
Logistics & Transportation 41%
Manufacturing 21%
Media & Entertainment 21%
Metals & Natural Resources 14%
Retail: General Merchandising 28%
Retail: Specialty Merchandising 21%
Telecommunications 16%
Utilities 22%



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