April 2, 2004, 12:00 AM

The upward path

(Page 3 of 3)

Technology providers are working to increase the percentage of satisfied self-service customers that come back for more of the same. Because while reducing costs is one element driving the use of online self service, it’s not the only one or even the most powerful. “Cost is a factor but its’ not going to drive the adoption of these technologies in the future,” says Talisma’s Bansal. “It’s going to be the quality of a customer experience that is much better using the online channel than it is using the phone.”

mary@verticalwebmedia.com

comments powered by Disqus

Advertisement

Advertisement

Advertisement

From IR Blogs

FPO

Ernie Diaz / E-Commerce

Can Tencent win the mobile commerce battle with Alibaba?

The two Chinese Internet giants are increasingly encroaching on each other’s territories. A Beijing-based marketing ...

FPO

Matt Swan / E-Commerce

Do cash-back sites really drive incremental sales?

Yes, suggest data from Affiliate Window, an affiliate marketing network. And consumers spend more when ...

Advertisement