Companies hope that by linking Web sites and call centers, they’ll improve customer loyalty, attract new business, and cut costs. Those are all compelling reasons. But another driver behind the Web call center is more persuasive: Customers want it.
A Web call center can improve customer service and retention by providing a variety of self-care applications online, then backing up that convenience with the ability to communicate with a person in the call center. Furthermore, handling contact with less-strategic customers via the Web and the Internet can free agents to provide costly hands-on care to a company’s most profitable customers.
Author: Candee Wilde
Subjects: Customer Related, IT / Technology / E-Business