Bain and Co: A 5% increase in customer retention can increase a company’s profitability by 75%.
A German internet service provider faces a €9.6m ($10.6m; £8m) fine after being accused of failing to carry out tough enough customer ID checks. https://www.bbc.com/news/technology-50744333
If those numbers don’t surprise you, then Gartner Group:
“80% of your Company’s future revenue will come from just 20% of your existing customers.”
and from a privacy/data breach point of view :
CNBC: "Paige Thompson, accused of stealing the data of 100 million people" https://www.cnbc.com/2019/07/30/paige-thompson-alleged-capital-one-hacker-stole-100-million-peoples-data.html
Customer Service requests come in many forms and your staff need to be ready to control and respond to these: The Wall Street Journal: “..analysts forecast the Global Customer Experience Management market to grow at a rate of 20.79% over the period 2020-2022. One of the key factors is the increased number of customer touch points.
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Are you concerned about data breaches from your Service Team?
GDPR has brought "Privacy by Design" into the forefront - not just software design but for internal service-desk processes also. It's not only large companies who are being hit with penalties:
European Data Protection Team: Danish Data Protection Agency proposes a DKK 1.2m fine for Danish taxi company, https://edpb.europa.eu/news/national-news/2019/danish-data-protection-agency-proposes-dkk-12-million-fine-danish-taxi_en