Web Self-Service Said to Have its Benefits, but Gives Rise to Data Challenges

About half of CRM managers and professionals claim to offer web or mobile-based self-service capabilities, according to results from a survey conducted by the parent company of CRM Magazine and reported by the publication. With about 40% of customer interactions being conducted via the web (31%), mobile web or mobile application (9%), the survey finds that many of those offering web or mobile self-service capabilities report increased traffic (54%) and sales (47%) since the launch of those capabilities. (more…)