AT&T Bulks Up Customer Service Portal - InformationWeek
IoT
IoT
Infrastructure
News
1/12/2006
10:37 AM
Connect Directly
Twitter
RSS
E-Mail
50%
50%
RELATED EVENTS
Ransomware: Latest Developments & How to Defend Against Them
Nov 01, 2017
Ransomware is one of the fastest growing types of malware, and new breeds that escalate quickly ar ...Read More>>

AT&T Bulks Up Customer Service Portal

AT&T is adding a click-to-chat service that makes a customer service rep available with the click of a mouse.

Customer self-service portals offered by technology vendors can be tough to navigate and don't always have the information businesses are looking for. AT&T announced this week it's expanding and adding collaboration features to its Business Direct portal.

The company is adding click-to-chat support for network operators. This means that if operators have a problem with the portal or their networks that they can't solve, a service representative will become available with a click of a mouse. The click-to-chat service logs chats for future reference and includes screen-sharing capabilities that will allow service reps to literally look into customers' problems.

AT&T customers are able to monitor and troubleshoot their entire U.S. telephony network through the portal's network mapping service. AT&T is expanding this worldwide so that network operators will be able to see problems and manage operations in 88 countries.

AT&T says it developed these services after hearing from customers that they wanted more support for worldwide operations and more real-time help. "We're watching how people are learning to use the Internet [and] watched how the click-to-chat capabilities have come on in the business-to-consumer market," says Bob Sloan, AT&T's VP of eSales and eService. L.L. Bean Inc. and other consumer retailers have been using click-to-chat for several years on their Web sites.

Business Direct is an important service for many AT&T business customers. Employees from 458,000 businesses use the portal every month, and usage increased 12 percent last year. AT&T competitor Qwest Communications also has some click-to-chat capabilities built into its Qwest Control customer service portal, while companies like Microsoft and Hewlett-Packard use the technology for marketing to businesses.

Comment  | 
Print  | 
More Insights
Comments
Newest First  |  Oldest First  |  Threaded View
How Enterprises Are Attacking the IT Security Enterprise
How Enterprises Are Attacking the IT Security Enterprise
To learn more about what organizations are doing to tackle attacks and threats we surveyed a group of 300 IT and infosec professionals to find out what their biggest IT security challenges are and what they're doing to defend against today's threats. Download the report to see what they're saying.
Register for InformationWeek Newsletters
White Papers
Current Issue
2017 State of IT Report
In today's technology-driven world, "innovation" has become a basic expectation. IT leaders are tasked with making technical magic, improving customer experience, and boosting the bottom line -- yet often without any increase to the IT budget. How are organizations striking the balance between new initiatives and cost control? Download our report to learn about the biggest challenges and how savvy IT executives are overcoming them.
Video
Slideshows
Twitter Feed
Sponsored Live Streaming Video
Everything You've Been Told About Mobility Is Wrong
Attend this video symposium with Sean Wisdom, Global Director of Mobility Solutions, and learn about how you can harness powerful new products to mobilize your business potential.
Flash Poll