SOURCE: Aberdeen Group

Aberdeen Group

July 08, 2010 11:43 ET

Multi-Channel Service Delivery: The Path to Creating a Great Service Experience

Leading Companies Channeling Higher Resolution and Retention Rates

BOSTON, MA--(Marketwire - July 8, 2010) -  The latest research report published by the Aberdeen Group, a Harte-Hanks Company (NYSE: HHS), titled Multi-Channel Service Delivery: Getting Customers the Service They Want, Where and When They Want It, found that leading service companies were not only looking to utilize channels other than the contact center as a means to capture customer requests and deliver service, but also invest resources in ensuring the consistency and efficacy of information and the overall experience available on all delivery channels.

While the contact center, fax, and email have been the traditional channels available for customer service requests, channels such as live chat, customer-specific web portals, and others have seen increased support in the last three years. Looking ahead, organizations are actively looking to increase the availability of service information via live chat, social media platforms, messaging, and technical forums and discussion boards.

"The extended network of communication tools and platforms also impacts the way customer service can be delivered. By no means is the phone the only way one can get in touch with a product manufacturer or servicing organization. As customers, whether in the form of consumers or businesses, we are afforded a variety of channels to capture service information, make service requests, share feedback and purchase additional products and services," said Sumair Dutta, Senior Research Analyst, Aberdeen. "These channels also allow for better visibility into issues of customer sentiment and customer feedback, all of which can greatly impact customer service strategy."

Research findings in the Multi-Channel Service Delivery report indicate that while all firms are looking to improve time to repair and first-call resolution, leading firms focus on increasing access to customer -- and service-specific information and knowledge across the organization. As such, these firms exhibited the following:

* An 85% current performance in first-call resolution, in contrast to a 56% performance for all others
* A 21% reduction in total support costs over the last 12 months, as opposed to a 1% reduction for all others
* An 86% current performance in customer retention when compared to a 74% performance for all other organizations

A complimentary copy of this report is made available due in part by the following underwriters: Astute Solutions and Consona Corporation. To obtain a complimentary copy of the report, visit: http://www.aberdeen.com/link/sponsor.asp?spid=30410182&cid=6389&camp=2.

Visit Research.Aberdeen.com for additional access to complimentary Service Management Research.

About Aberdeen Group, a Harte-Hanks Company

Aberdeen provides fact-based research and market intelligence that delivers demonstrable results. Having queried more than 30,000 companies in the past two years, Aberdeen is 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 or call (617) 854-5200, or to learn more about Harte-Hanks, call (800) 456-9748.

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