Four out of five respondents to a survey among U.S. businesses with existing or planned Web sites do not expect the Internet to replace 800 numbers for customer service, but rather complement them. The survey was conducted by Matrixx Marketing, a subsidiary of Cincinnati Bell. It found 58% of the companies consider an Internet site a valuable tool for providing customer service, but only 20% view it as a way to stabilize or decrease their 800-number service.
More than one-third of those interviewed expect the Web to become a major factor in their business operations over the next five years, Matrixx reported. However, less than 10% percent of companies said they have integrated their Internet functions into their business strategy.