How does SR help customer satisfaction

The amount of money you spend on customer service investments, like phone/email/IVR support, doesn't do much to help customer satisfaction, according to a report by Zachary McGeary, from Jupiter Research. He also notes that 80% of the customer service execs they surveyed don't have plans to deploy voice-enabled IVR. Reminds me of the story about the two different shoe salesman who visited a poor African village. The pessimist called back home to say he was giving up: "nobody here wears shoes". The optimist called back to say "Send extra shipment immediately! Desparate need for shoes here!"