CRM Buyer Talkback

Re: Time for a Virtual Agent Reality Check?
Posted by: Charles Wooters and Daniel Marcu 2009-07-20 07:59:33

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For decades, companies have leveraged technology with the twin goals of reducing the cost of customer support while improving its quality and dependability. This is reflected in the significant investments many organizations have made in providing information, products and services through self-service channels. These twin goals are achievable, but there are numerous examples of one or both being sacrificed along the way. Countless organizations have seen their customer support costs spiral of control -- despite their best efforts to contain them.

Great Perspective for Starting Conversations:
Posted by: easiegmann 2009-11-20 15:20:08 In reply to: Charles Wooters and Daniel Marcu

Charles and Daniel provide a great overview/intro to a business discussion on the use of virtual web agents. And the conversation needs to be had as the financial benefits can be large. I touch upon those benefits a bit in my blog, http://20x6.sl.pt.

What's key as well, with virtual agents, is the ability to keep customers engage with the web environment while they seek help - especially when a company can additionally passed a support instance over to a live web agent.

Thanks for the article.