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Nearly 70% of consumers surveyed say their expectations about the quality of the online shopping experience increased since the 2006 holiday shopping season. Eighty percent would not return to a retailer’s site after having a negative online shopping experience |
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Monday, 04 February 2008 |
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Companies that want to benefit from self-service should start off by identifying the most regular high-volume service interactions, and by understanding which of these can be moved across to automated electronic channels. |
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Friday, 01 February 2008 |
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Privacy concerns stemming from online shopping rose in 2007, a new study finds, as the loss or theft of credit card information and other personal data soared to unprecedented levels. Sixty-one percent of adult Americans said they were very or extremely concerned about the privacy of personal information when buying online, an increase from 47 percent in 2006. Before last year, that figure had largely been dropping since 2001. |
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Wednesday, 16 January 2008 |
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Businesses are setting up their own chat rooms to provide customer service, places where people can learn about new products or report service interruptions. |
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Monday, 14 January 2008 |
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Just because your customers are calling in to an automated response line doesn't mean your script is automatically going to work. Designing a truly interactive conversation is anything but simple. |
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Friday, 11 January 2008 |
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Speech self-service is a critical enabler to the future success of the contact center. As with all new technologies, there are challenges with deployment and having the necessary skills in house, the time is now to begin looking at speech self-service. It is rapidly becoming the differentiator for improving the customer experience. |
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Friday, 11 January 2008 |
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Citizen satisfaction with e-government dipped for a third straight quarter, according to the fourth quarter report of the American Customer Satisfaction Index. (ACSI) Over 100 federal Web sites that were measured fell 0.5 percent to 72.9 on the ACSI's 100-point scale, the lowest score since the second quarter of 2005. |
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Wednesday, 19 December 2007 |
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In today's 24/7/365 world, customers want to get information or solve problems on their own terms, not those predefined by a company. Aggregating customer information across all the ways customers interact with your company makes it possible for busy customers to use self-service channels to quickly and easily address their concerns |
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Monday, 10 December 2007 |
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While there are many excellent e-commerce sites around, many online retailers are still making some schoolboy errors on their websites which can have a negative effect on sales and customer satisfaction levels. |
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Tuesday, 04 December 2007 |
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The rise of digital social media such as blogs, MySpace and Facebook means consumers are talking about brands and the quality of their services more than ever, and also are reaching more people with their opinions. |
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Monday, 26 November 2007 |
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