Enabling customers to solve their own problems, by providing automated web-based self-service support, is dramatically less expensive than providing one-on-one support with a live support representative. Research figures suggest that the cost of telephone-based customer support is about $33 per incident, while live-chat based support costs about $10. Implementing an automated online support system, one that is capable of learning from past experience, engaging customers in interactive conversation, and consistently providing accurate information, can reduce costs to pennies per support incident.
More importantly, customers who receive immediate answers to their questions and support issues, are satisfied customers, are more likely to remain satisfied customers, will continue to purchase your products and services, and will encourage others to do so.
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