Primus and supportindustry.com unveil survey results on trends in e-support and Web self-service
Primus, a provider of e-service solutions for marketing, sales and support, and supportindustry.com, an online resource for senior-level service and support professionals, announced that they have released survey results on trends in electronic customer support and Web self-service. According to the findings, 65 percent of organizations have seen an increase in the number of visitors to their support sites and 74 percent have seen an increase in customers contacting them via e-mail in the past year. The research also found that 71 percent of companies do not have an integrated e-service strategy across sales, marketing and support and 30 percent rate their current e-support offerings as below average or poor as compared to their competitors. In an effort to gather data on current practices in e-support and Web self-service, a series of three surveys was administered via e-mail to service and support executives. The research, sponsored by Primus, support.com and customersat.com, received more than 400 responses and helps provide insight into what tools, technologies and practices support organizations are implementing successfully.
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