Is your site ready for e-care?

By Harte-hanks Published on .

Not every commerce and communications Web site demands e-care technology. Here are some useful indicators that can help determine whether or not an "e-care solution" is needed:

* E-mail volume demands two or more full-time employees to manage.

* High "shopping cart" abandon rates; generally exceeding 50%.

* Inability to respond to incoming e-mail within 24 hours. (This time frame is getting shorter and shorter, yet most Web sites are becoming less responsive).

* Inability to analyze volume and disposition of e-mail inquiries.

* Inconsistent and/or "canned" e-mail responses (and it shows in the message).

* Expected purchase rate from visitors at a Web site is lower than similar benchmarked companies.

* Managing knowledge across multiple call and contact centers and tools becomes unmanageable.

* Competitors are offering multiple touch points for accessing their customer service.

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