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Put Your Customers' Questions To Work.
Claudio Pinkus, Jeeves Solutions A Division of Ask Jeeves, Inc.
In an attempt to improve self-service and automate contact centers through customer relationship management (CRM) applications, most companies have viewed the question and answer process as simply a function of sales (increase revenue) or customer support (lower costs). As companies have been investing money in CRM, many have overlooked the value that can be derived from analyzing the incoming question stream to gain actionable insight that can improve overall business practices. Since the beginning of time, people have engaged in conversation through ...See the full content of this document
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