Executive survey reveals increasing emphasis on service-based business differentiation and opportunities to improve multichannel customer service
Mountain View, Calif., February 08, 2007 - eGain Communications (OTC BB: EGAN.OB), provider of the industry’s top-rated* customer service and contact center software for in-house or on-demand SaaS deployment, today announced the results of a survey of customer service and helpdesk executives. Sponsored by eGain, the study was conducted and results compiled by supportindustry.com and crmindustry.com between November 2006 and January 2007.
The survey focused on a wide array of strategic and tactical issues in multichannel customer service and support, including the importance of customer service to the business value proposition, multichannel integration, web self-service, contact center knowledge management, service level management and contact center and helpdesk performance management. Survey respondents comprised of high-level executives and managers, who are members of supportindustry.com and crmindustry.com, leading online communities for customer-facing professionals. Responsible for functions such as customer service, web self-service, ebusiness, IT support contact centers, marketing and sales, the respondents represented a range of industry sectors.
Key findings include the following:
More than three-quarters (77%) of the respondents said customer service played a primary role in their business value proposition, and 66% said service emphasis in their value proposition increased in 2006.
43% said they were launching a major customer service or contact center knowledge management initiative in 2007, with an overwhelming majority (86%) of respondents expecting their budgets to increase at least somewhat in 2007.
Only 26% of respondents had achieved a single view of all customer interactions and 44% had not established service levels for every customer communication channel they offered.
Filed under: eGain
