A Link to Pitney Bowes branded community reduces customer support costs (via ZDNet.com)
During the 2007 postal rate change Pitney Bowes, which provides postal equipment and services to businesses, received more than 415K support phone calls on the rate change alone, all in under a month. This was in addition to the company’s usual flow of customer calls, so its support teams were moving fast and furious. In 2008, the $6.3 billion company decided to do things a little different. Pitney Bowes implemented an online community, provided by Lithium Technologies, to proactively provide answers to presumed frequently asked questions about the latest rate change — and also empower users to help each other.
