Market research news

Efficient online self-service is essential for online retailers—particularly since 57% of U.S. online consumers say they are very likely to abandon an online purchase if they cannot find quick answers to their questions, says a new Forrester Research Inc. report.

Virtual agents represent an efficient option to bolster a company’s self-service options, particularly since they reduce customer service operational costs by deflecting agent-assisted costs because they lower the number of customers who call a contact center. Virtual agents—typically with a digitalized human appearance—are software services that provide automated assistance by simulating a two-way conversation in which they can help customers do anything from perform online tasks to locate online information.

In a recent issue of Technology Review Magazine published by MIT listed Intelligent Virtual Agents as one of the 10 emerging technologies of 2009. Intelligent virtual agents are able to interact intelligently with users, reduce support costs, encourage self-service and customer loyalty, and serve as a branding tool for the enterprise. They provide a unique, interactive and personal way for users to get answers and assistance on your website, 24 hours a day, 7 days a week. This press release seems to be sponsored by Botégo.

O2 UK’s online chat service ‘Ask Lucy’, is currently receiving around 1,000 questions per day as it nears the end of its pilot period, Mobile Today reported. The results of the pilot so far show that customers are choosing instant messaging over a telephone conversation to resolve service issues. Orange UK, T-Mobile UK and 3 UK also offer live chat services with agents on a PC, who ‘chat’ with customers to sell, upgrade or solve problems. T-Mobile’s chat service ‘Ask Laura’, was launched in February. T-Mobile head of the service Elliott Lawrence said feedback has been positive and that T-Mobile will look to further develop the service.

Speech recognition technology has matured to a stage where it can be used to increase the efficiency of a call centre and provide a better customer experience, according to research from Callcentres.net.

Dr Catriona Wallace, director of Callcentres.net, told ZDNet Australia that according to a recent survey carried out by her firm, of 500 Australians asked if they minded speaking with an offshore call centre agent, 67 percent said they did.