25%
According to a study by ContactBabel reported in the June issue of destinationCRM, 25% of calls to support organizations can be deflected by using virtual web agents. So what does it mean for your organization? Well, nothing! Beware of using …
Tag: benchmarking
85%
Per a 2013 PriceWaterhouseCoopers report entitled Experience Radar 2013: Lessons from the US Software Industry, 85% of respondents want their issues fixed within 24 hours. I’ve been working with a number of vendors lately who have very significant tails of …
The FT Word – March 2012
Welcome Welcome to the March 2012 edition of the FT Word. Feel free to forward it to your colleagues. (They can get their own subscription.) Topics for this month: The FT Works indicator – $53.4 million Why I hate benchmarking …
I have a unique product so how can I do a competitive analysis for support?
Good for you! A unique product is a wonderful thing! Now about the support portfolio: the fact that your product is unique doesn’t mean that the support for said product will be incredibly different from the support offerings for other …
I have a unique product so how can I do a competitive analysis for support? Read more »
How important is competitive analysis for support?
Knowing your strengths and weaknesses vis a vis the competition is critical for success if you want to successfully sell a product or a service, but does it matter for support since, after all, customers can rarely purchase it from …
How important is competitive analysis for support? Read more »
