One-to-One Service.com Releases Results of Internet SurveyChampaign, IL, November 18, 1999 - Although many organizations are aware that email use is growing rapidly, most have yet to implement customer service strategies that reflect the change, according to research conducted by One-to-One Service.com. One-to-One surveyed 87 organizations throughout the United States in industries ranging from financial services to retail trade to determine their current Internet customer service policies, procedures, and technologies.
Each participating organization completed a 40-question survey about email response times, employee responsibilities, and their organization’s goals for future email use.
"The lack of correlation between company size and email policy indicates that not only the technology but the strategies for Internet customer service are in their infancy," said Scott Whitsitt, President and CEO of One-to-One Service.com. "Organizations need to realize the potential of electronic interaction, as well as rise to the unique challenges that it presents."
The results of the survey have been integrated into a report called "The State of Internet Customer Service," which examines how organizations are attempting to deal with the shift from voice- to text-based communications, and how effectively the transition is being managed. The report can be accessed from the One-to-One Service.com web site.
About One-to-One Service.comOne-to-One Service.com is a leading provider of web-based email response management and customer interaction software (iService) that is easy to implement and enhances each customer interaction. iService routes and manages customer email inquiries, captures a complete history of every customer interaction, provides a powerful self-help web site, and includes integrated email marketing modules (iCentives®). iService is available as an on-demand or on-premise solution and can be easily integrated with your existing web site.
Formed in 1997, One-to-One Service.com is a veteran in the email response management and eCRM industry. Located in Champaign, Illinois, One-to-One Service.com can be reached at 217.398.MAIL (6245) or on the Web at www.1to1service.com.
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iService, iCentives, the One-to-One Service.com logo, and the name One-to-One Service.com are registered trademarks of One-to-One Service.com, Inc.
For more information contact:
Scott Whitsitt
One-to-One Service.com
(217) 398-6245, ext. 121