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Traditional retailers are speeding to compete on the Internet but web-based customer support services will be critical to their online success. In a survey conducted by PRTM management consulting, 97 percent of sales and marketing executives plan to offer online service support byand another 88 percent believe customer service will be the most important long-term e-business objective.
Given these Internet customer care predictions, live e-care is well positioned to target traditional retailers in addition to the fast-growing e-tail companies.
Our ideal client will receive a minimum of 4, messages per month but will be generally ill equipped to handle the rapid surge of e-mail inquiries to their site. Based on initial market analysis involving calls to target clients who have recently launched websites, many new sites are receiving an average of e-mails a day, yet have only 1 to 5 people responding to customers Nordstrom's, Williams-Sonoma, Crate and Barrel, Pottery Barn, and furniture.
In fact, a recent survey of 91 companies on the Internet showed that: Target Customers We have identified an initial list of target customers within our two target market segments.
All target retailers, whether traditional brick-and-mortar companies or modern e-tailers, have websites, receive a high volume of e-mail, and need to maintain a strong positive relationship with their customers.
Our target client will have an average of e-mails per day; our minimum acceptable number will be e-mails a day. Having secured a number of mid-sized, satisfied clients to testify to our quality and effectiveness, live e-care will focus on attracting larger and more established clients.
Serving a few large clients instead of many smaller clients will allow for greater efficiencies and higher quality customer service based on the assumption that it will be easier to answer e-mails for one client than 50 e-mails for 10 clients. Our target customers either have poor e-mail support—they did not respond to test e-mails sent—or have indicated that they are overwhelmed and unprepared to handle the volume of e-mail they are receiving.
These companies currently do not outsource their e-mail nor do they provide an online chat service to their customers. Critical Needs The retailers within live e-care's initial target market need swift implementation of customer support solutions.
Our target market defines online quality customer service as the ability to answer inquiries in a timely and accurate manner at a low cost. These clients need to get their websites up and running quickly and often need third party vendors to assist them.
However, only 1 percent of cybershops currently provide live chat customer support, and 5 percent or less outsource their customer support. E-mail management is not a core competency of these companies. Our target companies would rather devote their efforts to developing company brand equity and selling merchandise.
In addition, live e-care CSRs will be exceptional and of direct benefit to our clients, yet we will deliver our clients from the burden of recruitment and training. From our initial search on Monster. Retention is also an issue—the average annual industry turnover in the U.
With live e-care our clients can be assured of continuity in customer relations personnel and service, without undue distraction from their core business functions. Marketing Challenges One of the main challenges to live e-care will be convincing retailers, especially traditional brick-and-mortar businesses trying to quickly ramp up their online presence, of the benefits and advantages of outsourcing their customer support.
In a survey of companies that currently outsource, the top three reasons for deciding to outsource were to: PriceWaterhouseCoopers reports that 80 to 90 percent of call centers are still in-house.
Our target customers will be those companies who are unsuccessfully handling their e-mail support in-house. There are five important oursource competitors in the e-mail customer support industry: They have a similar business model in that they offer e-mail customer support using third party software vendors and focus solely on web-based customer support.
They were founded in late as an Internet customer support company and have received their first round of venture capital funding early this year. They have not gone public to date.
They, too, employ "cyberreps" who respond to 95 percent of e-mail queries within 24 hours. Their corporate headquarters in San Francisco has about 80 people including reps. They also have a center in Madras, India, where 80 more cyberreps are located.
At each location there are two shifts providing round-the-clock coverage.
They offer outsourced Internet customer care through e-mail response services, knowledge management reporting, and recently, voiceover IP. However, they specialize in live chat support.Gallup's ninth employee engagement meta-analysis combines decades of employee engagement data and illustrates the connections between highly engaged teams and increases in business outcomes.
Competitive Environment: Definition. A competitive environment is the dynamic external system in which a business competes and functions. The more sellers of a similar product or service, the more. Get the latest news and analysis in the stock market today, including national and world stock market news, business news, financial news and more.
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