E-COMMERCE AND MAIL-ORDER CALL CENTER ASSISTANCE

Phone calls, faxes, e-mail, Web chat: If only one hand knew what the other was doing. If only you had enough hands. Instead the fragmented, disconnected state of customer service among e-retailers shows up in abandoned shopping carts, confusing return policies, backlogged orders and other signs that
high-tech promises are often mired in low-touch problems.

http://www.internetretailer.com/internet/marketing-conference/643490818-when-eight-not-enough.html

Labels: call center, call centers, e-commerce, internet retailer