June 23, 2005, 12:00 AM

PFSWeb cuts average time of customer service calls

By using an integrated operating platform, e-commerce services provider PFSWeb has cut an average of one minute out of its customer service calls for clients.

By using an integrated operating platform from Ecometry Corp., e-commerce services provider PFSWeb Inc. has cut an average of one minute out of its customer service calls for clients.

PFSWeb provides services ranging from call centers and order management to distribution for online retailers. In the past, its call center agents would have to toggle among several applications to check such things as customer orders, customer account information and product details, but now can see all the information they need on a single screen, says Daisy Koh, implementation director for client projects. “We’ve cut about one minute per call,” she says.

The time savings can really add up over the course of a day, leaving customer service reps with more time to learn about client products and help additional customers, Koh says. “Our reps can do more things, like cross-selling and upselling.”

The time savings also results in lower call charges, she adds.

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