Natalie L. Petouhoff, Ph.D., a member of the Customers 1st LinkedIn Group, recently wrote the white paper The Economic Necessity Of Customer Service. See the full white paper here.
In this economic climate, no one can afford to lose a customer. Rather than halting spending, smart customer service executives will use this economic downturn as an opportunity to regroup and reprioritize. What should they focus on? Top customer service recession-busting strategies that cut costs and generate more revenue include: proactive chat, agent-customer co-browsing, online customer communities, unified communications, and multichannel knowledge management.
Read the full white paper here.