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ECT News Community   »   CRM Buyer Talkback   »   self-service must be part of a multi-channel approach!

self-service must be part of a multi-channel approach!
Posted by allenbonde on 2008-07-29 14:41:23
In reply to Erika Morphy
Self-service can clearly generate a big payoff. Yet, a recent study our team did shows that SS adoption is actually reaching a plateau. Why? Certainly there are still technical limitations and companies rarely *really* listen to user needs. But more importantly, there needs to be an easy way to get live assistance, whether in person, on the phone or online.

 * Topic  Author  Date
Re: Self-Service Kiosks: Bane or Boon?  Erika Morphy  2008-07-28 09:52:52
self-service must be part of a multi-channel approach!  allenbonde  2008-07-29 14:41:23
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Salesforce Commerce Solution Guide
When using a search engine, how often do you look beyond the first page of results?
Never -- There's always enough information on the first page to meet my needs.
Rarely -- There's usually enough on the first page, but sometimes I want to see more.
Occasionally -- If there are too many paid-for results, or if I don't find an answer on the first page.
Often -- Even if there's enough information on the first page, I like to know what else is available.
Always -- First page search results are rigged; I don't want to be limited to what an algorithm highlights.
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