The Internet has changed how we do business forever. For service and support organizations, the changes are dynamic. While in the past the customer service representative or support agent was the focal point of nearly all customer encounters, they are fast becoming the 'value-added' in the service equation. The rules are changing rapidly. As customers turn to the Web for support, call agents, while remaining a critical element in the service process, are spending less time answering routine questions and more time dealing with complex issues.
Many customers prefer to begin and end their interactions independently via the Web.
If they can't resolve their question or problem on their own, they want to easily escalate the interaction via e-mail, chat or voice to a live representative. Regardless, they are not searching for general information - they want a knowledgeable answer, tailored to their specific situation and needs. Bottom line, they want answers right away - or they will go someplace else. And self-service support can be remarkably even more economical for your company. Technology-enabled enterprise service and support tools that let you manage your customers' evolving expectations have become mission critical.