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KANA survey looks at demand for web self-service in retail.

TELECOMWORLDWIRE-19 September 2002-KANA survey looks at demand for web self-service in retail (C)1994-2002 M2 COMMUNICATIONS LTD

Electronic CRM solutions supplier KANA has completed a survey on the demand for web self-service in the retail industry.

The company found that 53% of all the customers surveyed said that they use web-based communications more often than the phone for customer service. A further 50% believed that web self-service was the most ideal form of communication for obtaining a timely reply to inquiries while 47% think that online retailers should use web self-service more than they are doing now.

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Title Annotation:Industry Trend or Event
Comment:KANA survey looks at demand for web self-service in retail.(Industry Trend or Event)
Article Type:Brief Article
Geographic Code:4EUUK
Date:Sep 19, 2002
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