Parature, provider of award-winning, on demand customer support software, unveiled the results of an in-depth nationwide survey of customer support professionals that revealed surprising trends associated with operating customer support organizations in both small and large companies. According to the survey results, all companies, regardless of size, spent the majority of their budget on personnel costs. Further investigation showed that companies using a customer support solution spend 47 percent of their budget on personnel costs, while companies who do not have a solution in place spend 64 percent on personnel.

When separated into categories for large and small companies, the difference is even more apparent. Small companies are defined as those with 15 or fewer customer service representatives (CSRs) and large companies as those with 16 or more CSRs. Small companies not using a customer support solution spent 45 percent of their costs on personnel, while small companies using a support solution spend 22 percent on personnel. Large companies not using a support solution spend 81 percent of their costs on personnel, while those using a solution devote 56 percent of their overall budget to personnel.

Parature attributes these results to streamlined processes and automation that are put in place with a customer support solution, creating a more productive and efficient environment. Also, support solutions like Parature's offer self-service capabilities such as a knowledge base, online discussion boards, and download centers that potentially can reduce the number of inbound support requests as users begin to solve their own problems. This can impact the amount of personnel resources needed, while also changing the tasks CSRs are focused on. As processes become organized and automated, and answers to common questions are posted and easily found online, CSRs can have more time to spend answering complex one-off questions.

A free complete report on the full survey results is available at http://www.parature.com/landing/roi/ver1.

Register or login for access to this item and much more

All Information Management content is archived after seven days.

Community members receive:
  • All recent and archived articles
  • Conference offers and updates
  • A full menu of enewsletter options
  • Web seminars, white papers, ebooks

Don't have an account? Register for Free Unlimited Access