Meeting The eBusiness Challenge Of Online Customer Service Measurement

In a perfect world, there would be a single metric that would measure the success of online customer service. Regrettably, such a metric does not exist. Instead, for many eBusiness professionals, measuring online customer service success requires wading through an array of strategic and operational metrics derived from self-service and live help interactions. In this era of agile commerce, the challenge is getting more complex due to the proliferation of online customer service touchpoints across multiple devices. eBusiness and channel strategy professionals must take a systematic approach to ensure they are using the right metrics that provide deep insight into online customer service and its impact on the eBusiness goals of sales, support, and satisfaction.