Customers and prospects will make organizations website their first port of call for product information or other customer service enquiries. Upward trend in numbers of people going online continues unabated and with increased access, will come growing expectation that web-consumer should be properly catered for in terms of both quality of information available and escalation procedures from that initial web contact. This paper suggests how eService integration can help organizations ensure that their contact center meets new customer service challenge, whilst remaining cost-effective. eService delivers substantially improved customer satisfaction, significantly lower operating costs and a greater insight into customer behavior.
eServices have suddenly come of age both for suppliers and customers, and with this comes a need to re-assess the approach to this technology. This paper published by eServices makes a measured analysis, but arrives at a provocative-conclusion. It claims that the days of carefully calculating Return on Investment (ROI) benefits are over, at least for todays exciting-range of web-technologies. Its not that the sums dont matter but its just that market-expectations have moved on, and customers today wont take the offerings seriously unless a person can deliver easy-to-use web services as part of his or her channel methodology.