/ 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

/ 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

/ 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

/ 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

/ 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

Sponsored Supplement: Customer service strategies that build brand value

Now, more than ever, every customer is precious to a retailer. That’s why forward-thinking online retailers take advantage of new technologies and service providers to respond in a more personal way than ever before to customers inquiries and complaints.As web shoppers become accustomed to receiving that kind of personal attention at popular e-commerce sites, the pressure builds on all e-retailers to upgrade their customer service strategies and,...

Posted 09/30/2009Internet RetailerPost a comment

Beyond Phones

Tomorrow’s call centers will demand multi-tasking ine-mail, live chat and, oh yeah, phones.

Posted 09/30/2004Internet RetailerPost a comment

The upward path

The web takes self-service to a level not possible in other channels. But sometimes self-serve doesn’t serve, so retailers are learning how to escalate customers to the next level of service without taxing the contact center.

Posted 04/02/2004Internet RetailerPost a comment