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The UK market for Online Customer Service Solutions is growing at 50%, according to a new report published by E-consultancy.

Growth in the sector is strong because businesses are increasingly recognising the value of technologies including real-life chat, virtual agents, intelligent FAQs and email management software.

Benefits of 'e-service' technologies include:

  • A reduction in customer service costs
  • Increased revenue through improved conversion rates
  • Improved customer retention and customer engagement
  • Better customer intelligence

The 2007 Online Customer Service Solutions Buyer's Guide contains profiles of the leading players in this rapidly expanding market: Creative Virtual, InstantService, InQuira, Kana, LivePerson, Microsoft ASA, Parker Software, RightNow, Synthetix, Talisma, Transversal and Trinicom.

A great deal has been happening in this sector since we last produced this report in the first half of 2005.

These solutions are quickly becoming something which companies need to consider as a "hygiene factor" rather than just technology which can give them a distinct competitive advantage.  

Like all E-consultancy Buyer's Guides, there is a section on market trends, a SWOT analysis, information about Costs and Pricing and detailed profiles of the leading players.

The report is free to subscribers or available on a pay-per-view basis.

Linus Gregoriadis

Published 22 May, 2007 by Linus Gregoriadis

Linus Gregoriadis is Research Director at Econsultancy. Follow him on Twitter or connect via LinkedIn or Google+.

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