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Challenged with year-over-year increases in online and offline contact volume, service organizations are seeking to deflect live contacts to self-service and asynchronous channels; however, organizations are largely failing to...
December 20, 2005
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The quality of the customer service experience increasingly factors into the consumers' purchasing decision and has long reaching implications on their retention, revenue and brand equity. This Webinar provides clues into how site...
April 1, 2004
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How long does it take you to respond to your customer's e-mail inquiries? If you're not responding within 24 hours you could be losing money and customer confidence. In today's multi-channel environment, e-mail has become a critical...
May 20, 2004
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Today's market leaders are dramatically reducing customer service costs and generating new revenues via the Web using the latest best practices and technologies for Web self-service. Companies such as AT&T, Yahoo, BEA and...
January 13, 2004
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Customer service and support impacts every consumer business operating online. The quality of the service experience increasingly factors into the consumers' purchasing decision and has long reaching implications on retention,...
April 24, 2003
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You worked hard to earn your customers, and now you should work equally hard to keep them. Developing an online customer support program that supports the needs of customers and fosters loyalty should be one of your top concerns. Customers...
June 23, 2004
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JupiterResearch keeps a close eye on usability best practices, watching for emerging trends and changes in how sites monitor and plan for good customer experience. Join Eric T. Peterson, JupiterResearch analyst, and learn more about how...
April 19, 2005
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Customer service and support impacts every consumer facing business operating online. The quality of the service experience increasingly factors into the consumers' purchasing decision and has long reaching implications...
June 11, 2003
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According to a recent JupiterResearch consumer survey, 90% of consumers who have made an online purchase in the past six months said they used site search to access self-service content. And companies benefiting from site search have...
July 27, 2005
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Companies consistently list Web site usability as a top concern, but they often fail to establish a rigorous and repeatable program for systematically diagnosing and correcting usability problems. According to a recent JupiterResearch report,...
October 18, 2005
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