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 The IR Blog

FPO

Paul Dobbins / E-Commerce

6 tips for maintaining sales during the post-holiday lull

Use that stellar email list you built during the holidays to market new products or ...

FPO

Jeff Sass / E-Commerce

How brands use domains beyond dot-com to attract shoppers

Amazon, for example, posts holiday ads to amazon.blackfriday.

Advertisement