Kostenbesparing door Customer Self-Service

Alhoewel de cijfers van de verschillende onderzoekbureaus verschillen, de conclusie over online customer self-service is gelijk. De kosten voor self-service applicaties zijn beduidend lager dan voor e-mail, chat en telefoon self-service.

In July 2002, Forrester Research released a study showing that the cost of resolving a customer service issue via an online self-service feature was less than one-half of the cost of a well-executed e-mail or chat-based service solution. This increases to an almost five-fold savings, when compared with the estimated $9.53 cost of a poorly executed e-mail response.

Bron:

http://www.emarketer.com/

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