Recommended reports
JUMP Magazine: Issue two
JUMP is Econsultancy's multichannel magazine in support of the multichannel event, JUMP. In this second issue of JUMP Magazine we focus on a number of areas that will help you to join up your business, including why you should be using mobile coupons, content marketing in the multichannel age, 9 steps to multichannel success, and the benefits of an integrated customer service strategy.
Reducing Customer Struggle
The Reducing Customer Struggle report, published by Econsultancy in association with Tealeaf, looks in-depth at the extent to which companies understand the overall online customer experience and the approaches or types of technology they use to identify issues and remedy them. The study also looks at the relationship between online and offline areas of business.
Director of Product Development at Econsultancy
28 January 2005 13:23pm
We’re compiling our second buyer’s guide of 2005, on Online Customer Service Tools / Solutions, so that people can quickly survey the online tools in the marketplace to help them improve customer satisfaction / retention rates.
I’m looking specifically for UK-based companies that offer tools such as live chat, knowledge base software, intelligent FAQs, multichannel communication platforms / email routers, automated sms/mobile integrated alerts, etc etc.
I have a shortlist of around 15 companies, but who and what else is out there?
Please outline any recommendations below (companies or subject areas). Note that US and overseas companies need to have a UK office to be featured in the guide (we may add a brief overview of the major players in the global market). Also, online customer service must represent core business - we need specialists for this guide.
Have you invested in online customer service tools? How have they affected conversion and retention rates? Please send mail to if you have a case study or can share data.
Thanks,
c.
Director at WhyCommunicate?
01 February 2005 14:54pm
Hi This would be very valuable.
We have workd with a company called Merlin Information Systems UK based for chat but they also do a great online self help product.
http://www.misgl.com/
Would like to see them included.
Garry
On 13:23:18 28 January 2005 chrisl wrote:
CEO at Econsultancy
07 February 2005 10:40am
The following are the companies that we feel meet our criteria for inclusion in our Buyers Guide to providers of online customer service solutions in the UK.
Please let us know asap if you feel there are others that we should be including:
Ashley