Reducing the Costs of Customer Service

There's a lot of areas where you can get benefit. You certainly can improve customer satisfaction, because people get the answer. Number one, if they get the answer from a website that's great; they're happy.

If they call the customer support rep and if the customer support rep gets the answer much more quickly, they're happy. But also, the faster the customer support rep answers the question, the lower the costs.

And, if you can avoid that customer support call in the first place; it's called call-deflection, then you've really done a good job. You've really reduced the costs of that support organization.