1. Chris Lake Diamond

    Editor in Chief at Econsultancy

    28 January 2005 13:23pm

    chrislake.jpg

    We’re compiling our second buyer’s guide of 2005, on Online Customer Service Tools / Solutions, so that people can quickly survey the online tools in the marketplace to help them improve customer satisfaction / retention rates.

    I’m looking specifically for UK-based companies that offer tools such as live chat, knowledge base software, intelligent FAQs, multichannel communication platforms / email routers, automated sms/mobile integrated alerts, etc etc.

    I have a shortlist of around 15 companies, but who and what else is out there?

    Please outline any recommendations below (companies or subject areas). Note that US and overseas companies need to have a UK office to be featured in the guide (we may add a brief overview of the major players in the global market). Also, online customer service must represent core business - we need specialists for this guide.

    Have you invested in online customer service tools? How have they affected conversion and retention rates? Please send mail to chris@e-consultancy.com if you have a case study or can share data.

    Thanks,

    c.

  2. Garry Davis Gold

    Director at WhyCommunicate?

    01 February 2005 14:54pm

    avatar

    Hi This would be very valuable.

    We have workd with a company called Merlin Information Systems UK based for chat but they also do a great online self help product.

    http://www.misgl.com/

    Would like to see them included.

    Garry

    On 13:23:18 28 January 2005 chrisl wrote:

    We’re compiling our second buyer’s guide of 2005, on Online Customer Service Tools / Solutions, so that people can quickly survey the online tools in the marketplace to help them improve customer satisfaction / retention rates.

    I’m looking specifically for UK-based companies that offer tools such as live chat, knowledge base software, intelligent FAQs, multichannel communication platforms / email routers, automated sms/mobile integrated alerts, etc etc.

    I have a shortlist of around 15 companies, but who and what else is out there?

    Please outline any recommendations below (companies or subject areas). Note that US and overseas companies need to have a UK office to be featured in the guide (we may add a brief overview of the major players in the global market). Also, online customer service must represent core business - we need specialists for this guide.

    Have you invested in online customer service tools? How have they affected conversion and retention rates? Please send mail to chris@e-consultancy.com if you have a case study or can share data.

    Thanks,

    c.

  3. Ashley Friedlein Diamond

    CEO at Econsultancy

    07 February 2005 10:40am

    ashley-friedlein-favourite.jpg

    The following are the companies that we feel meet our criteria for inclusion in our Buyers Guide to providers of online customer service solutions in the UK.

    Please let us know asap if you feel there are others that we should be including:

    Ashley

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