Report

July 2002

• Forty-five percent of companies are actively considering or piloting interactive knowledge bases.
• Half of firms expect to increase eService spending in 2004.
• Over the next two years, firms expect online self-service to absorb 23% of their incoming call volume.

• Email interactions can cost more than a phone call.
• Don't deploy eService until you clearly identify problems.
• Self-service customers should get seamless access to reps.

• Reward self-servers with price breaks.

• Say "goodbye" to standalone eCRM.

• Figure 1.  Execs At Large Firms Give eService High Marks
• Figure 2.  Online Service Technology Deployments
• Figure 3.  Online Self-Service Expected To Offload Call Volume
• Figure 4.  Firms Plan To Increase eService Spending
• Figure 5.  Model: Variable Costs To Resolve A Customer Issue
• Figure 6.  Usage Of Service Channels Differs By Sex And Age
• Figure 7.  Customers Explicitly Select Service Channels
• Figure 8.  Tips For Merchandising Self-Service
• Figure 9.  Identifying Online Service Options

 

• Online Resources
• Companies Interviewed For This Report
• Related Research

• Sir, you'd look great in our new floral dress.
• We made losing customers "simple and easy."
• You can't count on shredding email.