Managing Web-Based Customer Experiences: Self-Service Integrated with Assisted-Service - Softcover

Anton, Jon; Murphy, Mike

Softcover

ISBN 10: 0971965242 ISBN 13: 9780971965249

Publisher: The Anton Press, 2003

Synopsis

The time to grow your call center into a multi-channel customer contact center is now. This book has the power to help you increase customer satisfaction through the implementation of Web self-service. The value of this book can be calculated in terms of calls deflected from your call center, increased customer retention, an ultimately in a healthy return on your investment. In this book, the authors take you step-by-step through the best practices that lead to a successful self and assisted-service strategy.

About this title

From the Publisher:

Only two centuries ago, early explorers (adventurous business executives of those bygone days) were guided primarily with a compass and celestial navigation using reference points like the North Star. Today’s busy executive also needs guidance systems with just-in-time business intelligence to navigate through the challenges of locating, recruiting, keeping, and growing profitable customers. The Anton Press provides this navigational system through practical, how-to-do-it books for the modern day business executive.

Excerpt. © Reprinted by permission. All rights reserved.:

CHAPTER 1: INTRODUCTION

As can be seen from figure 1.1, customer contacts are forecasted to reach the 30 billion mark by 2005 and are divided mostly across the telephone, e?mail, chat, and Web site channels. Figure 1.1. Channel usage by 2005

The importance of the data in this figure is that it shows how Americans demand contact with companies from whom they buy products—and that contact is before, during, and after the sale. The most popular of these channels is also the most expensive channel, the live telephone contact. The most important purpose of this book is to determine if self-service on the Web site can, in time, deflect many of the less valuable contacts between customers and companies.

It is clear to us that every CEO wants all of the following:

1. to decrease costs (be more efficient)

2. to increase customer-sat (to be more effective)

3. to increase revenues (to add to the bottom line)

4. to increase wallet share (to make customers more loyal)

5. to increase market share (to acquire more customer knowledge)

The value of this book lies not only in its power to help you increase customer satisfaction through the implementation of Web self-service, but also to achieve all five of the CEO’s most often stated "demands," as outlined on the previous page. As the illustration below points out, the value of this book can also be calculated in terms of calls deflected from your call center, increased customer retention, and ultimately in a healthy return on your investment.

About this edition

• Publisher: The Anton Press
• Publication date: 2003
• ISBN 10: 0971965242
• ISBN 13: 9780971965249
• Binding: Paperback
• Number of pages: 186