Forrester

For eBusiness & Channel Strategy Professionals

Report:Online Customer Service Functionality Benchmark: US Airlines

The Best And Worst Of Online Customer Service Among The Top Four US Airlines

Forrester evaluated the online customer service offerings of the four largest US airlines: Delta Air Lines, United Airlines, Southwest Airlines, and American Airlines. Our analysis uncovered a few...

• Downloads: 458
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For eBusiness & Channel Strategy Professionals

Report:Website Functionality Benchmark, 2011: Online Travel Agencies

Forrester Applies Its Website Functionality Benchmark Methodology To The Sites Of Four Online Travel Agencies

In the highly competitive world of the four major online travel agencies (OTAs), Travelocity pulls ahead of the pack with its content and messaging functionality. Its site excelled in offering...

• Downloads: 574
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For eBusiness & Channel Strategy Professionals

Report:Travel Website Functionality Benchmark 2011: Four-Star Hotel Chains

Forrester estimates that, in 2011, hotels will produce $27 billion in online sales from US leisure and unmanaged business travelers. Not bad, but how much better could that be? To help travel firms...

• Downloads: 714

For eBusiness & Channel Strategy Professionals

Report:It's Time To Give Virtual Agents Another Look

Efficient online self-service is a critical component to the online purchase experience: 57% of US online consumers report that they are very likely to abandon an online purchase if they cannot find...

• Downloads: 521

For eBusiness & Channel Strategy Professionals

Report:How To Improve Searchable Self-Service Online

eBusiness Professionals Must Focus On Site Search And FAQs To Deflect Call Center Calls

Searchable self-service and frequently asked questions (FAQs) are among the most commonly accessed customer service touchpoints, but there is a lot of room for improvement. Poor performance plaguing...

• Downloads: 764

For eBusiness & Channel Strategy Professionals

Report:Travel Web Site Customer Service Is Far From Perfect

Travel eBusiness Customer Service And Support Benchmark, 2009

As part of a larger analysis of 90 Web sites, Forrester evaluated the accessibility and availability of online customer service and support among 30 leading travel Web sites. Only 12 of the travel...

• Downloads: 589

For eBusiness & Channel Strategy Professionals

Report:Using Channel Satisfaction Data To Build The Business Case For eBusiness

Forrester recently released a report showing the results of a survey of more than 4,500 US consumers and their level of satisfaction with Web, phone, and in-person interactions across 12 different...

• Downloads: 920

For eBusiness & Channel Strategy Professionals

Report:How Twitter Can Influence eBusiness

Assessing The Twitter Opportunity For Retail And Travel eBusiness

Twitter — a social networking and micro-blogging service — is growing at an extraordinary speed. Twitter facilitates an instantaneous and informal conversation between consumers and...

• Downloads: 605

For eBusiness & Channel Strategy Professionals

Report:Travel: How To Use eBusiness Effectively In A Crisis

The H1N1 virus is having enormous impact on the global travel industry. Though the industry clearly cannot control external events such as health crises, terrorism, or natural disasters, it can...

• Downloads: 314

For eBusiness & Channel Strategy Professionals

Report:US Customer Service And Support Metrics, December 2008

Benchmarking Email Response Management Best Practices

Of the 84% of sites offering email as a customer support option, only 44% provided auto-acknowledgements, according to a recent JupiterResearch WebTrack. Moreover, 81% of sites responded to email...

• Downloads: 137

For eBusiness & Channel Strategy Professionals

Report:Why Interactive Support Is Essential For Travel eBusiness Success

In 2008, contextual, task-related help means more than a toll-free number on a booking page or a FAQ section on your Web site. It means being more relevant and personal and helping travelers in the...

• Downloads: 403