Close

Top Stories From This Week

Previous Next

Technical support

Advertisement

Advertisement

Advertisement

Advertisement

Advertisement

Advertisement

1 - 10 of 21 Results

  • / Technology

    Web-based self-service market to hit $1.6 billion

    Frost & Sullivan says web-based customer support must move beyond FAQs, e-mail and text chat to satisfy customers with self-service online.

    Posted 06/25/2001Kurt PetersPost a comment

    Frost & Sullivan says web-based customer support must move beyond FAQs, e-mail and text chat to satisfy customers with self-service online.
  • / Technology

    How Buy.com trimmed customer support costs by $5 million a year

    Buy.com’s automated and live help from Finali Corp. boosts query resolution on first contact to 80% and cuts service costs to less than 1% of revenue.

    Posted 11/12/2002Kurt PetersPost a comment

    Buy.com’s automated and live help from Finali Corp. boosts query resolution on first contact to 80% and cuts service costs to less than 1% of revenue.
  • / Technology

    To outsource or not to outsource: Palm Beach faces the call center question

    Palm Beach Jewelry trims $500,000 from its overhead by outsourcing to the web-enabled call center of Global Response. As the phone already is, e-mail and chat will become active upselling channels for the retailer with the launch of its new web site.

    Posted 08/25/2004Mary WagnerPost a comment

    Palm Beach Jewelry trims $500,000 from its overhead by outsourcing to the web-enabled call center of Global Response. As the phone already is, e-mail and chat will become active upselling channels for the retailer with the launch of its new web site.
  • / Technology

    Web handles 24% of customer service contacts at multi-channel businesses

    24% of customer-service and support interactions of multi-channel businesses are handled via web-based self service and 17.2% via e-mail, ATG says in a new study.

    Posted 11/10/2005Paul DemeryPost a comment

    24% of customer-service and support interactions of multi-channel businesses are handled via web-based self service and 17.2% via e-mail, ATG says in a new study.
  • / Technology

    Outsourcing basic CRM functions offshore can save significant costs

    High-volume customer contact centers could trim budgets by 30% in labor costs, report finds.

    Posted 07/31/2001Internet RetailerPost a comment

    High-volume customer contact centers could trim budgets by 30% in labor costs, report finds.
  • / Technology

    Web-based tech support service helps Circuit City reduce returns

    The electronics retailer uses outsourcer Plum Choice to provide online support to buyers of electronics devices. Customers who purchase support with their product are 3% to 5% less likely to return the item, Circuit City says

    Posted 08/01/2008Don DavisPost a comment

    The electronics retailer uses outsourcer Plum Choice to provide online support to buyers of electronics devices. Customers who purchase support with their product are 3% to 5% less likely to return the item, Circuit City says
  • / Technology

    HP introduces Internet-based customer service assistance

    Hewlett-Packard Co. customer-service agents can now connect to customers` PCs over the Internet to provide personalized advice and assistance while customers watch onscreen.

    Posted 11/20/2006Kurt PetersPost a comment

    Hewlett-Packard Co. customer-service agents can now connect to customers` PCs over the Internet to provide personalized advice and assistance while customers watch onscreen.
  • Help!

    More than three years after e-retailers specializing in commodity items, such as Amazon.com, floated the concept of customer service through FAQs, email and other self-help devices, the self-help strategy is taking on water in a big way. About 67% of all online shoppers abandon their cart before checkout, according to Cambridge, Mass.-based Forrester Research. Such an alarmingly high abandonment rate translates into a lot of lost revenue for...

    Posted 12/26/2000Don DavisPost a comment

    More than three years after e-retailers specializing in commodity items, such as Amazon.com, floated the concept of customer service through FAQs, email and other self-help devices, the self-help strategy is taking on water in a big way. About 67% of all online shoppers abandon their cart before…

    Related Content:Retention

  • Cyber Pass

    India was once renowned for the star sapphires it produced-a claim that gave a name to several ships, countless Indian restaurants, and some of the finest Bombay Gin ever to be mixed in a martini. But today, it’s another Indian export that’s creating buzz, at least in IT circles. As the increase in web shopping cranks up the demand for customer service, Indian call centers are pitching themselves to U.S.-based customer call centers looking to...

    Posted 12/26/2000Don DavisPost a comment

    India was once renowned for the star sapphires it produced-a claim that gave a name to several ships, countless Indian restaurants, and some of the finest Bombay Gin ever to be mixed in a martini. But today, it’s another Indian export that’s creating buzz, at least in IT circles. As the…
  • When Eight Is Not Enough

    Phone calls, faxes, e-mail, Web chat: If only one hand knew what the other was doing. If only you had enough hands. Instead the fragmented, disconnected state of customer service among e-retailers shows up in abandoned shopping carts, confusing return policies, backlogged orders and other signs that high-tech promises are often mired in low-touch problems. Web merchants generally are operating “ineffective sites that disappoint more than they...

    Posted 12/26/2000Don DavisPost a comment

    Phone calls, faxes, e-mail, Web chat: If only one hand knew what the other was doing. If only you had enough hands. Instead the fragmented, disconnected state of customer service among e-retailers shows up in abandoned shopping carts, confusing return policies, backlogged orders and other signs…

Advertisement

Advertisement