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Customer Service & Support



Overview
To help companies build profitable cross-channel customer relationships, Customer Service & Support analyzes consumer interaction patterns and preferences, experience-measurement practices, and customer relationship management and self-service technologies. With more than one-half of online consumers taking their business to other merchants or service providers because of poor online service, companies must work harder than ever to build efficient and effective customer service and support mechanisms. Leveraging benchmarking data as well as consumer and executive surveys, this coverage area provides frameworks to evaluate technologies and service offerings, and to help organizations weigh costs and performance against the ever-increasing expectations of online consumers.

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  Research Topics
  • Customer Interaction Management
  • Customer Service Metrics
  • Customer Satisfaction
  • E-mail Response Management
  • Feedback Management
  • Internal Contact Center Metric Benchmarking
  • Knowledge Management
  • Profiling the Service Seeker
  • Self-service
  • Service Outsourcing
  • Touch-Point Optimization
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US Customer Service Consumer Survey, 2008
Leveraging Consumers' Social Behavior to Improve Effectiveness
Vision Report
Zachary McGeary - October 6, 2008

Diminishing value of feedback collected from online surveys will encourage service executives to consider other avenues of collection such as unstructured feedback through service touch points and community forums. Support communities that encourage collaboration among consumers and with members of their organizations will meet these needs, while driving marketing and sales initiatives.
iRobot Achieves Service Efficiencies with Integrated Online Service and Online Community Offering
Case Study
Zachary McGeary - October 6, 2008

iRobot specializes in behavior-based robots for consumer and government markets. The company has sold more than three million of its flagship consumer robots, the iRobot Roombas, worldwide. Its 2007 revenues totaled $249 million.
Online Self-Service Case Study
Carfax Cuts Support Costs and Raises Quality Through E-mail Deflection
Concept Report
Zachary McGeary - September 22, 2008

Context: The overwhelming popularity of e-mail as a support touch point has increased the volume of asynchronous communication, challenging organizations to maximize e-mail management efficiencies. Thirty-one percent of sites in a recent JupiterResearch WebTrack took three days or longer to respond to service e-mails or were completely unresponsive. As e-mail service inquiry volume continues to increase, it will likely only exacerbate such flaws in customers' online experience.
Premium Support Offerings
Examining New Support Models and Willingness to Pay
Concept Report
Zachary McGeary - July 22, 2008

Emerging support models are extending opportunities beyond store locations and call centers.
SEO Strategies for Service Organizations
Driving Service and Marketing Initiatives by Indexing Knowledge Content
Concept Report
Zachary McGeary - May 20, 2008

The practice of indexing knowledge content for organic inclusion in search engines' results is in its infancy. However, JupiterResearch believes this practice will gain widespread adoption within the next 12 months.
US Customer Service & Support Metrics, December 2007
Concept Report
Zachary McGeary - April 14, 2008

Consumers continue to leverage e-mail for customer service, but their satisfaction with the channel remains mired. A recent JupiterResearch WebTrack provides the most current snapshot of the overall e-mail customer service landscape.
Knowledge-Driven Customer Service
Defining the New Business Case for Unified Knowledge Management
Concept Report
Zachary McGeary - March 24, 2008

The makeup of knowledge management (KM) deployments has not significantly changed during the past several years, indicating a lack of importance placed on this critical foundation of customer support operations.
Bank of America Overcomes Integration Challenges by Focusing on Adaptive Online Self-service and Root-Cause Analysis
Case Study
Zachary McGeary - March 5, 2008

Bank of America is a global banking institution with more than $186 billion in market capitalization. In October 2007, Bank of America completed the acquisition of LaSalle Bank, a US-based subsidiary of ABN AMRO Bank.
Epson UK Unifies Online Service Touch Points from Talisma to Support Customers' Experience in EMEA
Case Study
Zachary McGeary - March 5, 2008

Epson UK is a European sales and marketing subsidiary of Seiko Epson, a global manufacturer of printers, computers, watches, and other technology products.
Unified Customer Service
Exploring ROI and Drivers of Investment
Vision Report
Zachary McGeary - March 5, 2008

Unified customer service is still rare, and little return on investment (ROI) proof exists to support wholesale or rip-and-replace integration. However, opportunities exist to incorporate key business processes and address customer-interaction voids without wholesale integration.
Customer Service During the Holidays
Managing Increased Inbound Inquiry Volume
Concept Report
Zachary McGeary - December 10, 2007

Retailers are preparing for increased inquiry volume this holiday season.
Beyond the Survey
Managing Customers' Unsolicited Feedback
Concept Report
Zachary McGeary - November 26, 2007

Important feedback from customers can go unleveraged without a process for managing customers' unsolicited feedback.
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