Kostenbesparing door Customer Self-Service

In July 2002, Forrester Research released a study showing that the cost of resolving a customer service issue via an online self-service feature was less than one-half of the cost of a well-executed e-mail or chat-based service solution. This increases to an almost five-fold savings, when compared with the estimated $9.53 cost of a poorly executed e-mail response.

Bron:
http://www.emarketer.com/
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