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Support Services ROI

Support service channels are shifting as consumption economics progresses and customer preferences change. Are you intentionally shifting your support service channels? Do you understand the net impact on costs, and do you have reasonable expectations for each channel? Use our benchmark-validated Support Services ROI Calculator to map out your support channel mix for the next six months in order to minimize total incident cost across phone, email, chat, web, and self-service.

Authored By:

Jeremy DalleTezze

Senior Director Research, Data Analytics, TSIA

Publish Date: December 21, 2016

TSIA is the best source for relevant facts, trends, and performance, and we use what we learn on a weekly basis to assist us in making operational and strategic decisions about our business.

Chris Todd, SVP of Operations & CSO, Kronos

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