Survey Report: Putting Service First


Intergram Research Services surveyed senior managers in customer service roles at 200 U.S. enterprises with at least 500 employees.

What customer service leaders do differently? The findings identified three strategies that lead to better service delivery.

• First, top‑tier organizations have embraced the concept of providing customer service as a team sport. For example, top‑tier organizations are 127 percent more likely to have enabled their customer service agents to engage different parts of the organization when addressing a customer’s problem.

• Second, top‑tier organizations are 163 percent more likely to be able to address the root cause of a customer’s problem (a crucial component of closing the resolution gap).

• And third, top‑tier organizations are 36 percent more likely to offer self‑service options for simple requests, which frees them up to focus on more strategic issues.

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