customer service and support (CSS)
Customer service and support (CSS) is the part of a company's customer relationship management
(CRM) department that interacts with a
customer for their immediate benefit, including components such as the contact center, the help desk, and the call management
system.
According to Lithium Technologies (a CSS product vendor), corporate costs for CSS interactions
are expected to reach $100 billion in 2004. To increase customer satisfaction, while minimizing the
costs involved, many companies are turning to customer-based service applications such as Web self-service and online
communities for customer-to-customer support.
This was last updated in March 2007
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