Your customers expect and deserve outstanding Web-Based Support.
Many fast growing companies find that customer support is requiring an increasing amount of valuable resources, especially personnel. Small Business Administration (SBA) and consulting firm research indicates that:
Those involved with supplying customer support, spend 27% to 65% of their time on the phone. While other communications channels are encroaching on phone use, that medium is still used for over 70% of customer support activity.
Only a very small percentage of customers are resolving questions and problems themselves because effective, low cost, web support tools are difficult to locate. Companies are not leveraging the fact that many customers are comfortable using the Internet and web-sites. Across a variety of industries, it was found that only about 6% of the customer base is considered ‘unskilled’ with computers and the Internet.
A rapidly growing number of small and medium businesses (SMBs) are using the Internet. In 2001 about 35 % of the SMBs had Web sites and today more than 74% have Web sites.
The primary use of the Internet and company web-sites is to describe the company, describe its products/services, product/service updates, and dispense company information. Only a small percentage use their Web site for customer self support.
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