Poor Service Costs Real Money

Article excerpts...

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"Datamonitor (October, 2000) research indicates that the key to growing e-commerce profits is to maintain customer loyalty by offering live on-line customer service from representatives in call centers. Not surprisingly, though, they only 8% of US call centers are currently Web-enabled. (They fix the total number of US centers at 69,500.)"

• Less than 1% of all e-commerce Web sites currently offer live customer assistance.
• 10% of abandoned shopping carts are salvageable if better customer service was provided.
• The on-line customer support market will grow from $150 million in 1998 to $2 billion by 2003.
• 40% of all call centers in the US will provide multimedia customer service by 2003.
• 70% of the 200 vendors offering an on-line customer service solution are start-ups.

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Internet & Call Center Announcements - (2000, November) Poor Service Costs Real Money - Call Center News Service