Leveraging the Full Value of Customer Service

Empowering your customer service talent to meet the level of service customers’ have come to expect can help you differentiate your business, become more competitive and grow revenue.

But in a Ricoh-commissioned Forrester Consulting study, 89% of customer-facing workers, and 79% of customer service decision-makers, said there’s a gap between the experience they can deliver and the experience the customer wants.*

Why? Study respondents cited the lack of document systems, processes and support, including inadequate access to information and older communication systems, as the primary reasons for poor customer engagements.

These limitations waste valuable time that could be better spent personalising the customer experience – a failure that imposes a significant opportunity cost on the business.

More than one-third of individual contributors (36%) surveyed feel that improved support would have the greatest impact on their ability to be more flexible and better serve customers.

According to the study, optimised document and information processes free up employees’ time for more personal, empathetic handling of customer interactions. The employee has more flexibility to address the complex customer challenges, with the greater potential to exceed customer expectations, creating a more loyal customer and growing the business.

Learn how optimising your document and information processes can help you better meet the increased service expectations of today’s customers with smarter, more responsive customer service organisations.

More Information:

* A Forrester Consulting Thought Leadership Paper commissioned by Ricoh, “The New Workplace Reality: Enterprises Must Capture the Soul and Spirit of the Emerging Worker”, December 2013.


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