Blog Sree Vijaykumar | From the Editor's Desk Across industries, fully 81% of all customers attempt to take care of matters themselves before reaching out to a live representative. Self-service offers companies a tantalizing opportunity to reduce spending, often drastically. The cost of a do-it-yourself transaction is measured in pennies, while the average cost of a live service interaction (phone, e-mail, or webchat) is more than $7 for a B2C company and more than $13 for a B2B company. Corporate investment in self-service technologies has been enormously effective at removing low-complexity issues from the live service queue, and most companies report a steady reduction in such contacts over the past few years. All this creates a new challenge: As customers handle more of the simple issues themselves, frontline service reps get increasingly tough ones - the issues customers can't solve on their own. And today's reps are struggling with these complex problems. More here
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| DigitalSnapcart raises $3m to improve its customer engagement and analytics techSnapcart, an app that lets shoppers get cash back when they submit photos of their receipts, today announced it raised a US$1.7 million pre-series A bridge round. Participants in this round are Wavemaker Partners, SPH Media Fund – the investment arm of Singapore’s leading media group Singapore Press Holdings – Sinar Mas Digital Ventures (SMDV), and Ardent Capital. |
| DigitalIndia will have 730 million internet users by 2020, govt says The massive push given by the central government to its ambitious Digital India program has led to a massive jump in internet users in the country. Minister of Communications Manoj Sinha, in a written reply to the Rajya Sabha, said that as per information received from Telecom Regulatory Authority of India (TRAI), there were 391.50 million Internet subscribers as on December 31, 2016. |
| RetailDot-com shining: The story of India's rise in e-retail industry According to the Central Statistics Organisation (CSO) and the International Monetary Fund (IMF), with various positive factions thriving, including that of e-retail,India has emerged as the fastest growing economy in the world. As recent as few years, India has noted a constructive rise in people venturing out for online retail. |
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