| Latest CRM News |
| Research Reports |
| Products & Services |
| Business Deals |
| Corporate Orders |
| Corporate Performance |
| HR Watch |
| Submit your Story |
 by Document Type |
| Academic Papers |
| Articles |
| Case Studies |
| Presentations |
| White Papers |
| Research Reports |
| by Industry |
| Finance |
| Retail |
| Telco |
| Government |
| Healthcare |
| Utilities |
| Submit your Document |
| Editorial |
| Highlights |
| Experts Corner |
| Experts Panel |
| Ask the Experts |
| Books |
| Free Membership |
| Corporate Membership |
| CRM Software & Systems |
| Professional Services & Consultants |
| Analyst Groups & Research Services |
| Resources & Associations |
| Exhibitions & Conferences |
| List your Company |
| Home | | News | | Events | | Careers | | Library | | Topics | | Members | | Vendor Directory |
Self-Service Technology Popular in High Tech Industry
KANA®, a provider of enterprise customer support and communications applications, announced the results of a recent study of vertical market executives regarding customer service trends.
The survey found that nearly 60 percent of participants from the high technology sector are considering deploying a self-service knowledge base as their next step in improving customer service.
Sponsored by KANA, this study examined customer service purchases and deployments across many vertical industries, including high technology, healthcare, financial services, public sector and telecommunications.
While other vertical markets are focusing on e-mail management, wireless eCRM and proactive, personalized marketing solutions, the high technology industry is increasingly deploying
The survey found that nearly 60 percent of participants from the high technology sector are considering deploying a self-service knowledge base as their next step in improving customer service.
Sponsored by KANA, this study examined customer service purchases and deployments across many vertical industries, including high technology, healthcare, financial services, public sector and telecommunications.
While other vertical markets are focusing on e-mail management, wireless eCRM and proactive, personalized marketing solutions, the high technology industry is increasingly deploying
self-service applications to reduce the number of costly phone calls to the contact center.
The survey shows that the high technology industry understands that to provide an effective and efficient self-service offering they need to deploy an online knowledge base that is flexible and scalable to support increasing levels of inquiries, while also supporting customers with intuitive, natural language search capabilities.
By providing a self-service solution that is easy to navigate and quick to produce the most accurate answers, high technology companies ensure costly telephone contact with the call center is reduced and customers quickly find the answers they seek.
The results of the survey indicate that the high technology industry is mirroring a larger trend within worldwide organizations.
A recent Gartner report, titled “Self Service from 2003 to 2012,” states that the motivation to increase the level of customer self-service will be strong through 2012.
Other key findings within the high technology industry include:
Nearly 70 percent of high technology companies that participated look to eCRM to differentiate themselves from their competition and increase its customer demand
65 percent of those surveyed view online chat as the least used form of communications when it comes to customer service
Approximately 50 percent of high tech executives said that e-mail was either the first or second most frequently used channel of communication by their customers when dealing with customer service representatives
“The high technology sector continues to utilize technology installations that provide significant and immediate return on investment, such as self-service solutions,” said Tom Doyle, president of KANA. “Companies that have already deployed KANA’s application for self-service, KANA IQ, have seen a significant drop in call center inquiries and reduced contact center costs. This survey shows that this trend will continue as more companies in technology and other industries continue to cut costs and increase customer satisfaction by moving customer service online.”
The survey shows that the high technology industry understands that to provide an effective and efficient self-service offering they need to deploy an online knowledge base that is flexible and scalable to support increasing levels of inquiries, while also supporting customers with intuitive, natural language search capabilities.
By providing a self-service solution that is easy to navigate and quick to produce the most accurate answers, high technology companies ensure costly telephone contact with the call center is reduced and customers quickly find the answers they seek.
The results of the survey indicate that the high technology industry is mirroring a larger trend within worldwide organizations.
A recent Gartner report, titled “Self Service from 2003 to 2012,” states that the motivation to increase the level of customer self-service will be strong through 2012.
Other key findings within the high technology industry include:
Nearly 70 percent of high technology companies that participated look to eCRM to differentiate themselves from their competition and increase its customer demand
65 percent of those surveyed view online chat as the least used form of communications when it comes to customer service
Approximately 50 percent of high tech executives said that e-mail was either the first or second most frequently used channel of communication by their customers when dealing with customer service representatives
“The high technology sector continues to utilize technology installations that provide significant and immediate return on investment, such as self-service solutions,” said Tom Doyle, president of KANA. “Companies that have already deployed KANA’s application for self-service, KANA IQ, have seen a significant drop in call center inquiries and reduced contact center costs. This survey shows that this trend will continue as more companies in technology and other industries continue to cut costs and increase customer satisfaction by moving customer service online.”
Other Latest News of this Category: