Customer-Care Tipping Point
Submitted by meacott on Tue, 2012-04-24 18:03Self-service is the key to reducing operational costs and providing customers with the interactive and mobile tools they want -- and increasingly that they expect.
Consumer preferences for interaction have reached a tipping point and energy providers now have a compelling opportunity to fundamentally re-design the traditional interaction mix. The cornerstone of the redesigned interaction mix is developing a dual customer relationship. Successful providers will be those that drive low-value transactions to lower-cost channels while creating capacity to focus on delivering value-added service for a small set of interactions.