Web Self-Service Improves Support, Cut Costs
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Overview: The paper published by customerservicegroup examines potential cost savings resulting from Web-based customer self-service, as well as critical issues to consider. According to the Giga Information Group, delivering an answer to a customer inquiry by a live Web interaction costs, on average, 50 percent less than the cost of a phone call. Email is even less at only 30 percent of the cost, and self-service can deliver answers at 10 percent or less.