Purdue University Researchers Conduct Study on Web-Based Customer Service
Posted on: Monday, 25 July 2005, 12:00 CDT
White Paper Earmarking CrystalVoice Communications' Click-To-Talk as a Compelling Web-based Customer Service Solution Is Now Available
MEDIA ADVISORY, July 25, 2005 (PRIMEZONE) --
WHAT: The increased customer demand for shopping convenience and information accessibility has made multi-channel customer service -- seamlessly integrating a company's Web site with the live-agent telephone center -- an enterprise's competitive advantage when it comes to optimizing customer service. This is according to a White Paper entitled "Click-to-Talk(tm) Web Customer Service: A Business Case," officially released by Dr. Jon Anton of the Purdue University Center for Customer-Driven Quality and BenchmarkPortal, Inc., a leading source of CRM best practices for contact centers.
The majority of Web-based self-service implementations are unable to efficiently deliver a personalized customer service experience, or the necessary consultation capabilities required to complete complex transactions. Additionally, most Web sites do not allow for valuable up-selling and cross-selling opportunities for the enterprise. Several critical Web-based customer service issues are addressed in the White Paper, including:
-- What would it take to make Web-based self-service more effective, and, ultimately, an optimized revenue- generating solution for all types of purchase-related transactions?
-- How can the one-dimensional aspect of Web sites be transformed into an adaptive, responsive channel to facilitate up-selling and cross-selling, and convert more browsers into buyers?
WHO: As an engaging solution to these issues, the White Paper examines in detail the impact that CrystalVoice's Click-to- Talk(tm) solution has had within the healthcare industry -- an industry known for handling some of the most complex kinds of customer service issues. A truly unique solution, Click-to-Talk(tm) enables a Web user to click an icon on a Web page and be securely connected, over the Internet, to the call center agent most able to answer their customer service questions and/or assist them with the completion of an e-commerce transaction. The solution is developed by CrystalVoice Communications, which is the leading provider of Voice over the Internet software solutions. The CrystalVoice website is www.CrystalVoice.com.
WHERE: "Click-to-Talk(tm) Web Customer Service: A Business Case" White Paper is available by visiting www.BenchmarkPortal.com or www.CrystalVoice.com.
WHEN: The White Paper is available now.
MORE INFO: For more information on the white paper, or to speak with CrystalVoice executives regarding its solution, please contact Valerie Christopherson of Bock Communications, Inc. at 714.540.1030 ext. 17.
CONTACT: Bock Communications, Inc. Valerie Christopherson 714-540-1030 ext. 17 714-540-1060 fax vchristopherson@bockpr.com
Copyright © 2005 PrimeZone Media Network, Inc.
Source: PrimeZone Media Network
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