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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 markets), plus the latest statistics and a section on useful resources. Topics discussed included: What is the Best Channel to Serve Customer?, Measuring Customer Experience and Virtual Agents. Attendees included representatives from the following organisations: Aardvark Media, Bradford and Bingley, British Council, Clicktools, Creative Virtual, Datalateral, Fidelity, House of Fraser, Legal and General, NET-A-PORTER, Rocketseed and Synthetix.
- Online Customer Service and Surveys Briefing 2007 (158 KB Microsoft Word)