Learn about the technologies, practices and trends driving exemplary e-commerce quality of service.
Space is limited.
His first story is below. The Web is notably better for sales than it is for service. Charles Schwab is a happy exception, which in part explains why it's the gorilla among online brokerages. The company uses software from Aptex to categorize messages as they pour in, from simple document requests to more complex concerns. Filtering e-mail upon entry allows easy requests to be answered by less skilled support staffers, or even by mailbots, while top support experts deal with the harder stuff.