Contact Information: Media Contact: Alan Hubbard Aberdeen Harte-Hanks (617) 854-5301 Alan.hubbard@aberdeen.com
Improve Customer Satisfaction While Driving Down Costs
Driving Self Service Into the Contact Center
| Source: Aberdeen Group, a Harte-Hanks Company
BOSTON, MA--(Marketwire - June 5, 2007) - Are you improving customer satisfaction and
retention through your contact center, while driving down costs? In a
recent survey conducted by Aberdeen, a Harte-Hanks Company (NYSE : HHS ),
over three-fourths of survey respondents who have implemented self service
into the contact center have seen a 25% improvement in customer
satisfaction. One-third of companies surveyed are planning to implement
self service into their contact center in the next 24 months.
The pressures driving companies to implement self service are varied.
Sixty-two percent of BIC companies highlighted competition as the top
pressure for implementing self service. The need to reduce operating costs
came in as the second pressure with 57% of BIC respondents indicating this
on the survey. On the other hand 81% of Laggard companies and 67% of
Average companies identified the need to reduce operating costs as the top
pressure, with the need to remain competitive coming in second.
BIC companies are addressing competitive pressures by extending the contact
center to the web, and driving more customers to the website. BIC companies
are more likely than industry average and laggards to allow their customers
access to support issues via the web (37% vs 30% vs 29% respectively). BIC
companies are also offering their customers low cost service options to
entice them to use less expensive modes of access, such as e-mail and live
chat.
"Only 62% of average companies versus 92% of BIC companies currently offer
issue tracking through the web," says Alan Hubbard, SVP Customer Management
Technologies Group at Aberdeen. "With the ability to check the status of
their support issues on the web, customers will not have to call the
agents, helping improve customer satisfaction."
The research, underwritten by Aspect Software and Neocase Software, shows
readers those factors, which contribute to the success of a self service
implementation. It also provides the results that companies have seen
across key metrics, after implementing a self service solution, and
compares these companies against those who have not pursued a similar
strategy.
To obtain a complimentary copy of the report, visit:
http://www.aberdeen.com/link/sponsor.asp?cid=3992
About Aberdeen Group, a Harte-Hanks Company
Aberdeen is a leading provider of fact-based research and market
intelligence that delivers demonstrable results. Having benchmarked more
than 30,000 companies in the past two years, Aberdeen is uniquely
positioned to educate users to action: driving market awareness, creating
demand, enabling sales, and delivering meaningful return-on-investment
analysis. As the trusted advisor to the global technology markets,
corporations turn to Aberdeen™ for insights that drive decisions.
As a Harte-Hanks Company, Aberdeen plays a key role of putting content in
context for the global direct and targeted marketing company. Aberdeen's
analytical and independent view of the "customer optimization" process of
Harte-Hanks (Information - Opportunity - Insight - Engagement -
Interaction) extends the client value and accentuates the strategic role
Harte-Hanks brings to the market. For additional information, visit
Aberdeen http://www.aberdeen.com or call (617) 723-7890, or to learn more
about Harte-Hanks, call (800) 456-9748 or go to http://www.harte-hanks.com.