Improving the Customer Experience Through Rich Online Interactions

On-Demand | Duration: 30 Minutes | Sponsored by IntelliResponse

In today's customer-centric marketplace, providing an optimal online experience is essential to staying competitive. Providing Web self-service and virtual agents for customers is part of building a website that generates customer loyalty and enables one-to-one communications.

In this Take 30 With 1to1 Media webcast, 2012 1to1 Customer Champion Mark Stevens, vice president of customer care at Kobo Books, joins Mila D'Antonio, editor-in-chief of 1to1 Media, to discuss what was entailed in the company's transformation to providing a rich online experience for Kobo's customers.

Attendees will learn how:

  • To leverage online self service to improve the customer experience
  • Train and empower agents to align with online service
  • To combine feedback from self-service data to make customer-centric decisions
  • And strategies for reducing the time that customers spend searching for a solution online