Customer service and support: the impact of social and
communities  Integrating communities into customer support can
reduce costs up to 50%, Gartner says. However, it’s essential
for customer service organisations to harmonize customer service
processes via human interactions, self-service and peer-to-peer
community networks, the company adds.  A more personal and
individual customer service is increasingly important. Gartner
expects that by 2015, the marketing budget allocated to customer
retention and increasing customer loyalty through customer
service will more than double.  Customer service is gaining
attention in a world where the empowered and connected customer
rules. A personal and individual customer service approach often
requires the possibility of human interactions. Technology is
essential, but the human dimension remains key for many people.
The social and mobile future of customer service and support  At
the same time, social technologies and collaboration tools,
coupled with integrated cust