The agent searches the site for any pages in the knowledge database that might relate to the customer's question and delivers those to the technician. The company intends to use its chat capabilities for such unusual services as broadcast chat sessions in which it will run seminars for large groups over the Net giving instruction on installing or troubleshooting a particular technology. Update keeps past visitors apprised of new products, special promotions, close-outs and other events. Update Internet Permission Marketing Systems supplies its Update customers with the HTML text block that's needed to add an Update link to a Web site. The company also provides a secure Web-based account area for administering mailings.
Users can insert an unlimited number of notification fields into their template.
Update breaks down responses by interests, age, income and other criteria. The service proved handy earlier this year when the firm implemented its online ordering system. The firm installed an Update link on its site informing visitors that if they filled out a short survey form they would receive e-mail notification as soon as the service became available. No matter which combination of Web customer service tools you choose, the goal should be to erase the lines between different ways to interact, Cooperstein says. What we're moving toward is media blenders that at the end of the day help manage your customer interaction, no matter which channel you use.