Yes, they are. Many web 2.0 companies make the mistake to turn their backs on high-touch customer service, thinking it is out of reach. A better solution is to adopt a tool that is designed to accelerate and automate workflow and that makes it possible for a small number of agents to effectively address the needs of large numbers of customers (some Assistly customers, for example, are able to use Assistly efficiency to support millions of end users with a dozen or so agents). Fortunately, innovative customer service management software like Assistly exists to help manage the flow, making agents more productive--and personalized customer service more efficient and cost-effective.
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