ZIFFPAGE TITLECustomer ServiceBy Briana Hallstrom | Posted 2005-07-08 Email Print
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Returns on investment for the Baseline ROI Leadership Awards handily topped 1,000%, courtesy of the Internet.
Company Audiovox Corp.
Annual Return 2,288%
Project: Consumer electronics maker Audiovox had more phone and e-mail inquiries than it could handle. The number of queries about products strained customer service operations, increased expenses and delayed responses. To ease the pressure, Audiovox used RightNow Technologies' Service software to build help features into its Web site. Customers can now find answers to questions online, using Web forms rather than conventional e-mail. The customer service staff tracks the forms to respond faster to more detailed inquiries.
Benefits: With fewer phone inquiries, Audiovox increased staff productivity, improved the quality of service and retained more customers.