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There is a newer version of this report available: Online Customer Service Buyer's Guide 2009


Author: Linus Gregoriadis [Head of Research, Econsultancy] Structure:
  • 139 pages
  • 8 sections
  • 12 vendor profiles
  • Market value and trends
  • SWOT analysis
  • Return on investment benefits
  • Tips and pitfalls for buyers
  • At-a-glance matrix showing supplier services
Access: Subscriber access only. Free sample available. See download instructions at right.

About this Guide

Econsultancy's Online Customer Service Solutions Buyer’s Guide 2007 is aimed at companies who are interested in researching the best tools and technologies on offer. The suppliers profiled offer services including virtual agent technology, live chat, email management systems and intelligent FAQs. Business benefits include: increased revenues; improved retention rates; better customer satisfaction, loyalty and engagement; lower fulfilment costs.


The buyer's guide contains profiles of 12 leading vendors:
  • Creative Virtual (Lingubot)
  • InstantService
  • InQuira
  • KANA
  • LivePerson (Timpani)
  • Microsoft (ASA)
  • Parker Software (WhosOn)
  • RightNow
  • Synthetix (SmartAgent)
  • Talisma
  • Transversal
  • Trinicom
The report contains information about market trends and advice about how to find the right supplier. There is also information about pricing models and costs, and a SWOT analysis to build your understanding of this sector. Trends within this market include:
  • Focus on customer retention and engagement drives market growth.
  • Need for businesses to meet customer expectations in multi-channel world.
  • Increased use of e-service technology as sales and marketing tool.
  • Interoperability drives 'best of breed' approach.
Table of Contents: Non-subscribers can download the free sample to see full contents.

Who this Guide is For

Anyone who is interested in the Online Customer Service Solutions / e-services market, especially buyers.

Level of Expertise

No expertise in this area is required for understanding this report.


  • Word SAMPLE: Online Customer Service Solutions Buyer's Guide 2007 (327 KB Microsoft Word)
  • Word Disabled Online Customer Service Solutions Buyer's Guide 2007 (2.79 MB Microsoft Word)

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