Gartner Says Organizations That Integrate Communities Into Customer Support Can Realize Cost Reductions of Up to 50 Percent

Good read…..

Excerpt……”A greater focus on individualized service, powered by analytical systems that understand the customer’s likely intent, is helping the service process,” said Michael Maoz, vice president and distinguished analyst at Gartner. “Thrown into the mix are two trends still in their early stages — peer-to-peer customer support and customer service via mobile devices, such as the iPad. Managing the pace of CRM customer service process change and technology change will require discipline and data across interaction channels.”Gartner’s central predictions for the CRM customer service and support market are:

Read full article…….via Gartner Says Organizations That Integrate Communities Into Customer Support Can Realize Cost Reductions of Up to 50 Percent.  From Gartner

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