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Customer Service & Support



Overview
To help companies build profitable cross-channel customer relationships, Customer Service & Support analyzes consumer interaction patterns and preferences, experience-measurement practices, and customer relationship management and self-service technologies. With more than one-half of online consumers taking their business to other merchants or service providers because of poor online service, companies must work harder than ever to build efficient and effective customer service and support mechanisms. Leveraging benchmarking data as well as consumer and executive surveys, this coverage area provides frameworks to evaluate technologies and service offerings, and to help organizations weigh costs and performance against the ever-increasing expectations of online consumers.

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  Research Topics
  • Customer Interaction Management
  • Customer Service Metrics
  • Customer Satisfaction
  • E-mail Response Management
  • Feedback Management
  • Internal Contact Center Metric Benchmarking
  • Knowledge Management
  • Profiling the Service Seeker
  • Self-service
  • Service Outsourcing
  • Touch-Point Optimization
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US Customer Service & Support Metrics, December 2007
Concept Report
Zachary McGeary - April 14, 2008

Consumers continue to leverage e-mail for customer service, but their satisfaction with the channel remains mired. A recent JupiterResearch WebTrack provides the most current snapshot of the overall e-mail customer service landscape.
Knowledge-Driven Customer Service
Defining the New Business Case for Unified Knowledge Management
Concept Report
Zachary McGeary - March 24, 2008

The makeup of knowledge management (KM) deployments has not significantly changed during the past several years, indicating a lack of importance placed on this critical foundation of customer support operations.
Bank of America Overcomes Integration Challenges by Focusing on Adaptive Online Self-service and Root-Cause Analysis
Case Study
Zachary McGeary - March 5, 2008

Bank of America is a global banking institution with more than $186 billion in market capitalization. In October 2007, Bank of America completed the acquisition of LaSalle Bank, a US-based subsidiary of ABN AMRO Bank.
Epson UK Unifies Online Service Touch Points from Talisma to Support Customers' Experience in EMEA
Case Study
Zachary McGeary - March 5, 2008

Epson UK is a European sales and marketing subsidiary of Seiko Epson, a global manufacturer of printers, computers, watches, and other technology products.
Unified Customer Service
Exploring ROI and Drivers of Investment
Vision Report
Zachary McGeary - March 5, 2008

Unified customer service is still rare, and little return on investment (ROI) proof exists to support wholesale or rip-and-replace integration. However, opportunities exist to incorporate key business processes and address customer-interaction voids without wholesale integration.
Customer Service During the Holidays
Managing Increased Inbound Inquiry Volume
Concept Report
Zachary McGeary - December 10, 2007

Retailers are preparing for increased inquiry volume this holiday season.
Beyond the Survey
Managing Customers' Unsolicited Feedback
Concept Report
Zachary McGeary - November 26, 2007

Important feedback from customers can go unleveraged without a process for managing customers' unsolicited feedback.
The Customer Service Landscape
Trends in Customer Service Technology Purchasing and Operations
Concept Report
Zachary McGeary - October 8, 2007

Customer service is becoming increasingly important as customers' satisfaction and experience become relatively larger corporate initiatives.
US Customer Service Forecast, 2007 to 2012
Evaluating Customer Service Contacts and Spending
Vision Report
Zachary McGeary - September 25, 2007

Spending on customer service will continue to rise, with companies experiencing continual increases in the overall number of customer service contacts. The main challenge facing companies will encompass allocation of budget dollars to positively affect customers' online experience, while controlling costs of providing service. Vendors must offer solutions that allow companies to provide customer service both online and off-line.
Experience-Driven Service Expectations
The Role of Online Tenure in Customer Service Attitudes and Behavior
Concept Report
Zachary McGeary - August 16, 2007

Customer service must consider the impact of online tenure as the online population matures.
US Customer Service Consumer Survey, 2007
Consumers' Attitudes and Behavior
Vision Report
Zachary McGeary - July 2, 2007

The value of customers' feedback from surveys will diminish over time mostly due to excess surveying and a self-selecting surveying audience. Companies seeking to optimize their business operations through customer feedback must align these data with other existing data sources to create the most accurate and actionable feedback management initiative.
IVR Effectiveness
Uncovering Usability Challenges
Concept Report
Zachary McGeary - June 25, 2007

Consumers' frustration with interactive voice response (IVR) interactions is growing.
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