November 10, 2005, 12:00 AM

Web handles 24% of customer service contacts at multi-channel businesses

24% of customer-service and support interactions of multi-channel businesses are handled via web-based self service and 17.2% via e-mail, ATG says in a new study.

Paul Demery

Managing Editor, B2B E-commerce

24% of customer-service and support interactions of multi-channel businesses are handled via web-based self service and 17.2% via e-mail, according to a new study from Art Technology Group Inc., a developer of online commerce and marketing applications.

In addition, 25% of calls are handled by telephone-based self service and 29.8% by telephone-based customer support, according to ATG.

ATG based study results on a survey of 56 members of its customer base.

The survey also found that 32.6% of the companies believe self service via the web is one of the most important features sought by customers.

More than 75% of the companies surveyed said inadequate information in the commerce, marketing and service organizations hampers their ability to delivery satisfying and profitable customer experiences, ATG said.

 

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