Rethinking the Customer Service Mix

June 2006
CRM Magazine;Jun2006, Vol. 10 Issue 6, Special section p3
Trade Publication
Focuses on the strategy used by Mentor Graphics, a provider of electronic design automation, to balance Web-based customer self-service and telephone-based customer support. Components of a Web-based customer self-service; Solution used to refine the support it provides via the Web; Savings from deflecting support interactions to the Web annually.


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