Delivering timely customer service is paramount to any organization. The challenge is finding the right customer service automation solution that offers rich eService functionality, minimizes incident handling costs, and supports and optimizes your existing business processes.

According to Forrester Research’s recent report, Criteria for Selection: Evaluate E-Service Vendors By Viability, Functional Breadth and Architecture, customer interactions are on the rise, increasing as much as 20 to 30 percent year by year in some industries. Customer service budgets to address this rising volume are often flat, or even decreasing. Web-based customer service automation solutions offer the best way to stem the rising tide of customer interactions, without sacrificing the quality of interactions.

Is Your Customer Service Operation Facing These Challenges?

• Requests fall through the cracks and customers experience delays
• Agents spend more time on each issue than necessary
• Customer satisfaction levels are not achieved
• Agents have limited access to shared data and/or problem resolution resources
• Changes to current service desk processes involve long implementation cycles and consultants
• Trends and problem patterns are difficult to assess

UniPress Software, Inc. is a 21-year old software development company that develops the FootPrints line of award-winning, web-based service desk software for help desk and customer support automation to help mid-market companies, departments within large enterprise organizations, and small businesses improve their support operations. FootPrints® products are widely used by nearly 2,000 organizations, including corporate organizations, government offices, and educational institutions worldwide. For more information, contact UniPress at 732-287-2100, or via the web at www.unipress.com.