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This is a free 9-page briefing based on Econsultancy's 2008 roundtable about Online Customer Service (registration required).
The document contains the following:
-) Overview of market trends
-) A write-up of the key points emerging from the discussion
-) New statistics
-) Useful resources Topics discussed included: -) When and how to deploy online customer service tools
-) Multi-channel customer service
-) User-generated content as customer service tool Attendees included representatives from the following organisations: Clicktools, Creative Virtual, Direct Response, Figleaves, Instant Service, Lloyds TSB, O2, RBS, Royal Mail, Signet, Synthetix, T-Mobile, Transversal and Vodafone.
- Online Customer Service Briefing June 2008 (122 KB Microsoft Word)