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.”



Sign In to Make a Comment

Comments are moderated by Internet Retailer and can be removed.

Not a member? Signup for free today!




Relevant Commentary


Jason Squardo / Mobile Commerce

Five tips for achieving high mobile search rankings

Searches on mobile devices will soon exceed those on computers, Google says. Retailers that keep ...


Sergio Pereira / B2B E-Commerce

Quill turns to its B2B customers for new ideas

Coming in April is a new section of Quill.com that will let customers and Quill ...