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Customer service playbook 2016: Top 10 trends


Forrester reports that over half of US adults will abandon online purchases if they can’t find quick answers to questions, and 73% say that valuing their time is the most important thing a company can do to provide them with good service.

To execute flawless customer service projects and strategies, there are several key components that app development and delivery (AD&D) pros supporting customer service operations must pay attention to.
 
Available at your fingertips, this complete Forrester report reveals the top 10.

Gain analyst insights on being more successful at supporting customer service. 

These are also closely related to: "Trial download: IBM Rational AppScan"

  • Analyst's take: Foglight helps telecomms company find savings and boost efficiencies

    The company’s 200-member IT application support team monitors more than 1,100 application instances.  The support team diagnoses thousands of technical troubles affecting hardware, operating systems, and databases, which can result in extended business downtimes.  Its 1,800 customer support representatives depend heavily on the availability and performance of these applications to provide its customers with a consistently superior service experience.

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