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IT Problem Management by Gary Walker

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11.4. Customer-Enabling Tools

Customer-enabling tools are both access tools and service delivery tools. The use of these tools allows customers to get the information they need without the intervention of the service center staff. Obviously, the more customers you can get to find their own solutions, the fewer requests you have to service, thus eliminating calls and other requests that require your staff. Enabling tools can dramatically reduce your service costs, and if well-implemented, can improve customer satisfaction. Enabling tools are available 24/7 and can therefore improve your ability to deliver support during nonstandard working hours.

11.4.1. Integrated Voice Response

The purpose of the IVR is to identify the need of the customer ...

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