Collaborating to Improve the Customer Experience

Collaborating to Improve the Customer Experience

Customer Collaboration is Emerging as an Effective Customer Sales and Support Tool

RELEASE DATE
31-Oct-2013
REGION
North America
Deliverable Type
Market Research
Research Code: 9857-00-3E-00-00
SKU: IT00144-NA-MR_01138
AvailableYesPDF Download
$1,500.00
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SKU
IT00144-NA-MR_01138
$1,500.00
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Description

Customer collaboration, which includes conferencing, co-browsing, and remote support, can improve the customer experience in handling complex issues and in successfully concluding sales opportunities. It accomplishes these goals by enabling contact center agents to bring in knowledgeable colleagues and subject matter experts (SMEs) into the conversations, and to virtually work alongside the customers, rather than facing them. But how widespread this method will become depends on its adopters overcoming challenges such as application complexity, low utilization, scheduling difficulties, SME resistance, and high costs.

Table of Contents

Introduction

Customer Collaboration Trends

Customer Collaboration and Social Collaboration

Customer Collaboration Drivers

Customer Collaboration Restraints

Customer Collaboration Recommendations and Summary

Representative Vendor Profiles

Customer collaboration, which includes conferencing, co-browsing, and remote support, can improve the customer experience in handling complex issues and in successfully concluding sales opportunities. It accomplishes these goals by enabling contact center agents to bring in knowledgeable colleagues and subject matter experts (SMEs) into the conversations, and to virtually work alongside the customers, rather than facing them. But how widespread this method will become depends on its adopters overcoming challenges such as application complexity, low utilization, scheduling difficulties, SME resistance, and high costs.
More Information
Deliverable Type Market Research
No Index Yes
Podcast No
Author Brendan Read
Industries Information Technology
WIP Number 9857-00-3E-00-00
Is Prebook No