Learn the key characteristics of a successful customer service system; how the right system can help cut costs and drive growth; and the ten questions to ask before you buy.

We traditionally think of customer service as the department in an organization responsible for handling customer complaints or issues, but this may not be the best definition to utilize to provide quality service.

• Is customer service handling problems that arise after a sale?
• Is customer service treating a customer with respect when selling a product?
• Is customer service providing prospects with the right information at the right time to make the right decisions regarding the purchase of your products?

The answer to these questions is yes. Customer Service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation.

This buyer's guide focuses on acquiring technology to assist in enhancing customer satisfaction through providing relevant customer service, primarily post sale, but keeping in mind that a holistic solution will reap the biggest benefits.

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