Online customer service still lags
Online retailers have a long way to go in customer service, Pradeep Singh, founder and CEO of Talsima Corp., a vendor of customer relationship management systems, told the eTail 2001 conference. Talisma, which audits customer service on web sites, said that 37% of e-mail inquiries "go into a black hole—the customer sends something and nothing ever comes back." Only 15% of responses are fast and useful. "Even though we all talk about our investments in the Internet, we haven’t delivered on customer service," Singh said.
Talisma Tuesday released its latest version of the Talisma eCRM Suite. The new system allows a retailer to keep full records of all customer interactions, including by phone, e-mail, web self-help, chat, voice over Internet, fax, web forms and face-to-face. It also allows a retailer to track marketing campaigns. It can be updated by customer service reps and sales reps after each interaction with a customer.
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