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Earthchild's NETKALL is an innovative web solution to help
businesses improve customer support and communication. This year,
Gartner estimates that 25% of all customer interactions will
take place via Web-based communications (including email, live
chat, web callback, etc.). By 2003, Forrester estimates this
number at 56%.
At a time in which customer
loyalty continues to elude online merchants, companies are
finding that "superior online customer service has emerged as
a key and - in many cases - the only means for businesses to
differentiate themselves from the competition." In fact,
Bizrate reports that consumers cited "quality of customer
support [as] the single most important factor driving repeat
online sales, outstripping factors such as on-time delivery,
ease of ordering, selection, and even price by healthy
margins."
Many consumers persist in their
desire for a human element in the online experience.
Yankelovich finds that 63 percent of people online say they
won't buy anything until there is more human interaction
involved." And a study by NFO Interactive found that nearly 35
percent of Internet shoppers said they would purchase a
greater volume of products online if they could speak with a
CSR at the time of their purchasing decision."
Online chat is a
more efficient medium than telephone: 1-800-Flowers reports
that chat agents can handle four concurrent customers within
about six minutes. Telephone inquiries average three minutes
per call, thus half as efficient.
Earthchild also offers extremely attractive long distance
services for business customers and a range of Internet
hosting and web development services. |
