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Customer Support

Customer support is costly, particularly as the bar is raised in customer relationship management (CRM). The cost of one live help line call is about ten times that of a click on one video on demand clip or general online support (Aberdeen Group & Alltel). Increasingly, customers are being encouraged to access online information, especially where there are complex products or instructions, and frequently asked questions (FAQs). Companies are reaping huge cost savings and higher customer satisfaction through VOD versus live phone assistance and call centers.