ReachCustomersOnline.com

Evaluating eCRM and Selling Online

Posted by TimSlavin at August 13, 2003

Evaluating eCRM and Selling Online: "The report further analyzes how e-commerce sites are implementing customer service. Gartner and Avaya found a range of costs for Web-based service interactions. Web self-service can offer drastic savings, costing on average only $0.65 per interaction, but Web chat is by far the most expensive vehicle on a per-interaction basis." Interesting data, for example, the average cost per customer support through email is $2.50, for web chat $7.50, phone self-service (IVR) $1.85, and phone $4.50. In theory, web chat should cost less than direct phone contact because the support rep can handle more simultaneous requests. From eMarketer.

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