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For Application Development & Delivery Professionals

The Economic Necessity Of Customer Service

Five Recession-Busting Strategies To Cut Service Costs And Increase Sales

January 21, 2009

Authors

  • By Natalie L. Petouhoff, Ph.D.
  • with Sharyn Leaver,
  • Andrew Magarie

Why Read This Report

In this economic climate, no one can afford to lose a customer. Rather than halting spending, smart customer service executives will use this economic downturn as an opportunity to regroup and reprioritize. What should they focus on? Top customer service recession-busting strategies that cut costs and generate more revenue include: proactive chat, agent-customer co-browsing, online customer communities, unified communications, and multichannel knowledge management.

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Table of Contents

  • Customer Service Experiences Either Generate Or Diminish Company Revenue
  • Recession-Busting Strategies To Save Money, Cut Costs, And Increase Sales
  • RECOMMENDATIONS

  • How To Capitalize On What Customer Service Can Offer In A Poor Economy
  • Supplemental Material
  • Related Research Documents