When Support Spikes: A Practical Way to Measure Cost Versus Customer Value
A new product launch sends a wave of calls about installations. Customers tell the same story three times across phone, chat, and email. A delivery problem creates a multilingual queue and after-sales questions pile up. The first instinct is to look at labor rates and headcount, but those headline savings miss how service quality shapes […]
When Support Spikes: A Practical Way to Measure Cost Versus Customer Value Read More »