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ECT News Community   »   E-Commerce Times Talkback   »   Re: E-Tail Customer Service: Finally Working?

Re: E-Tail Customer Service: Finally Working?
Posted by: Lou Hirsh 2002-09-10 08:55:21
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E-tailers have come to the costly understanding that providing a general e-mail address on
a Web site is no way to handle customer queries. Gartner analyst Adam Sarner told the
E-Commerce Times that companies are turning to high-tech e-mail management tools and
shifting strategies in a bid to curb instances of neglect. However, many recently touted
service technologies, such as chat and instant messaging, remain too expensive and
cumbersome for most companies to deploy effectively on a mass scale.

Re: E-Tail Customer Service: Finally Working?
Posted by: NickCrader 2002-09-11 10:10:02 In reply to: Lou Hirsh
Agree. Where I work we use some tools which allow instant notifications to an agent device, so that if a customer has an interest in buying, the customer's click will trigger an SMS message or a phone call to the appropriate agent.

Re: E-Tail Customer Service: Finally Working?
Posted by: dodo1 2003-02-14 05:01:54 In reply to: NickCrader
Where do u work, Nick? What are the tools you are using? Can you give me some ideas on that? I work for an e-commerce company and we are looking for new tools on customer management.
Your suggestions will be welcome.
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