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Even though it would have been a whole lot cheaper to outsource customer service abroad or even to the midwest, Popick made a strategic decision to keep customer service under the same roof as product development and marketing in San Francisco, which is a particularly expensive part of the country.

FORBES: The Benefits of Great Customer Service

The application then analyzes the total customer experience and recommends scripts or next steps that guide the agent on the phone, and hopefully keep the customer happy.

FORBES: Fast Data Gets A Jump On Big Data

And like the quality and Y2K letters, your first motivation will be to keep a customer.

FORBES: Sustainability Plan: Customers Will Soon Ask About Yours