Recommended research
Online Customer Service and Surveys Briefing - Jan 2007
This free, 11-page briefing is a summary of an Econsultancy roundtable combining Online Customer Service and Online Surveys (registration required). The document contains a summary of the discussion, an overview of the marketplace (for both mar...
Online Customer Service Briefing - June 2008
This free 9-page briefing provides the latest statistics, trends and tips for best practice. Understand when and how to deploy customer service tools, use user-generated content as a customer service tool, and implement multi-channel customer service.
Marketing and PR Manager EMEA at EMC Consulting
10 March 2009 12:32pm
Hi,
Does anyone know of any research or white papers on the use of live assistants on websites versus avatars, in particular around B2B sites.
Many thanks
Head of eStrategy & Planning at T-Mobile
11 March 2009 12:26pm
Hi Lozza, we use a chat partner and have some experience with these capabilities that I'm happy to share - we can also ask if they've got any white papers if that's any help?
Cheers, Chris
CEO at Econsultancy
16 March 2009 18:05pm
Hi Lorraine
It's getting a bit dated now (and we're shortly to update it) but might be worth having a look at Online Customer Service Solutions Buyer's Guide 2007
This contains most of the 'usual suspects'.
Specifically for Avatar stuff you should probably talk to Creative Virtual (try Chris Ezekiel) and Synthetix
Also, have a look at the following as I know we've discussed these topics at roundtables:
- Online Customer Service Briefing - June 2008
- Online Customer Service and Surveys Briefing - Jan 2007
Could be some useful bits in those.
Ashley