CRM Automation

Who Provides E-Service Solutions?

Now that you understand why e-service is becoming more important, it is necessary to understand more about who provides e-service solutions. e-service products primarily come from two main areas:

CRM Vendors

CRM (sometimes referred to as eCRM, e-business, or IM [interaction management]) vendors offer specific CRM functionality centered around the e-service capabilities described above. Many vendors that provided just interactive text chat, e-mail management, or FAQ, have rounded out their respective offerings to include multiple interaction channels. Some vendors focus on e-service as a point solution; point solutions are typically easier to install than large frameworks, which have higher rates of failure in ...