Web Self-Service Benefits & Challenges, July 2013 [TABLE]
About half of CRM managers and professionals claim to offer web or mobile-based self-service capabilities, according to results from a survey conducted by the parent company ofCRM Magazine and reported by the publication. With about 40% of customer interactions being conducted via the web (31%), mobile web or mobile application (9%), the survey finds that many of those offering web or mobile self-service capabilities report increased traffic (54%) and sales (47%) since the launch of those capabilities.
45% also report significant cutbacks in phone queries, and about 4 in 10 say they are getting less email traffic. Read the rest at MarketingCharts.