For many organizations, customer service is a major initiative. Getting the first sale is the easy part. Providing the outstanding service that turns prospects into long-term customers can be the real challenge.

That's why banks, retail stores and other service-driven organizations use Polycom collaboration solutions to replicate the face-to-face, personal interaction that customers expect. From warranty claims to repairs to troubleshooting, Polycom helps companies improve customer satisfaction by helping provide the highest level of service, resulting in quicker response times, face-to-face interaction and in-depth problem analysis or resolution.

Key metrics and the associated Polycom benefits for this line of business include:

Improved Customer Satisfaction/Support Levels

Studies show that Polycom collaboration solutions are more effective than voice-only calls for support-related troubleshooting. Installation, repair instructions and support diagrams can be shared with customers directly. Products or installations can visually inspected without involving travel. What's more, face-to-face interaction often results in improved customer satisfaction and the development of trust, not to mention faster problem resolution.

Decreased Response Times

Repair or installation steps can be more easily and more rapidly explained via Polycom collaboration solutions such as video. Products or installations can be visually inspected, without time-consuming and costly travel to a partner or customer location. Best of all, the time gained through quicker resolution can be used to help achieve higher service levels.

Reduced Costs

Expensive travel to a partner or customer location can be replaced or eliminated by Polycom collaborative solutions such as video. Visual troubleshooting is often more effective than voice-only troubleshooting, resulting in faster problem resolution. As a result, costs go down, yet productivity and profitability go up.