| |
“Wells Fargo's chat
increased home equity sales by 20%.” - Forrester Research -
Online Service |
|
| |
“More than one half of
large enterprise organizations have or will deploy VoIP in the next
12 months and nearly half of small and medium organizations will do
the same.” Aspect, citing an October, 2000 studies by Sage
Research |
|
| |
“67 million US
online customers will use chat for service in 2007.” -
Forrester Research - Chat Plugs a Customer Service Gap
|
|
| |
“VoIP will account
for approximately 75% of world voice services by 2007.” Frost
& Sullivan, 3/2002 |
|
| |
“90% of enterprises
with multiple locations will start switching to IP systems for voice
over next 5 years.” Phillips Group, via Aspect, 6/2001 |
|
| |
The following is
a quote from Managing Web-Based Customer Experiences - Dr. Jon
Anton, Director of Benchmark Research at Purdue University's Center
for Customer-Driven Quality:
"Internet chat
has to be the most under-recognized and under-utilized communication
method available to man...chat agents can handle 2 to 3 customers
simultaneously...companies can use domestic and/or offshore
agents...for these reasons, chat is typically delivered at one third
the cost of a phone call...and First Time Resolution (FTR or FCR)
rates are significantly higher than email and at least equal to
those obtained over the phone." |
|
| |
"The ability to greet customers 'at
the door' and provide live customer support and service is no longer
an added feature. There is no doubt in anyone's mind that chat room
technology is already considered a necessity for doing business
online, and as the technology improves and the cost comes down,
there is simply no reason to be without it!" |
|
