All of the companies surveyed offer customers the facility
to contact them via a corporate website. In most cases, this
is via email (94%) or web forms (66%), although there is a
small but significant move to adopt new technologies here.
For example, 8% have a ‘call me’ button on their site, 4%
provide VoIP access and 2% provide web chat facilities.
But despite the widespread availability of online services,
making them work successfully is by no means straightforward.
Only a quarter (24%) take active steps to measure the percentage
of transactions which are lost or not completed during the
online process, and their experience indicates there is still
some way to go before operations run smoothly.
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