Businesses are learning that customer satisfaction is becoming a critical differentiating factor. Web-enabled call centers offer a greater potential to deliver the quality that customers are looking for. At issue is keeping customers satisfied. At stake is nothing less than a company s future. Consumers are no longer willing to trade quality of service for the convenience of Web transactions.
Online commerce needs to dramatically improve customer service and increase retention.
As transaction values rise in B2C and B2B e-commerce spaces, customers are demanding personalized, immediate, live support and service, and will go elsewhere if they don t get it. Customers want to interact whenever and wherever they choose. Businesses must be capable of communicating using the preferred channels of their customer base. It s no surprise that interaction center and customer service applications are the fastest growing CRM segment. But implementing CRM applications is only part of what businesses need to do.