I just found this sitting in my drafts folder. The company name has changed (we are now Kana Software) but the premise is the same. Interestingly, the parallels between our thoughts on customer service and the thoughts in tech comms of better integration within a support system (providing information as part of call deflection) are striking. I’m going to try and pull these together in a future post.
I was asked to write an article for Credit Control Journal on behalf of the company I work for, and for the sake of historical archiving (and so I know I have it somewhere), here is that article.