DisruptiveViews – Good customer service is worth $4.6 billion
AsiaInfo have teamed up with respected industry consultants Northstream to come to this conclusion. The key, according to the research is to implement an omni-channel, ‘single customer view’ platform. Apart from anything else, companies can reduce customer service opex by 20 percent by eliminating the duplication of effort by customer service teams. That is a significant saving.