E-business agency Modem Media . Poppe Tyson launched a new
offering called Internet Customer Service Solutions (ICSS), designed to help
clients improve customer relationships.
The practice involves refining a client’s customer service programs with more
effective and efficient means of responding to customers and their inquiries.
Through a hands-on assessment, Modem Media said it can analyze a client’s
response methods (i.e., e-mail, call centers, dynamic messaging, chat) and
develop sustainable solutions that are incorporated throughout a client’s
support organization.
Modem Media said it is currently conducting ICSS projects with a number of
clients. Results to date include reduced operational costs; increased
response times; captured sales that would have otherwise been lost; improved
communications with consistent and accurate messaging; increased quality
control; and the successful integration of IP-based customer service
technologies with existing call center technologies.
“Although e-commerce has become increasingly sophisticated with
personalization and customization, effective and proactive customer service
has far too often been an afterthought in the development of Internet
strategies,” said G.M. O’Connell, Modem Media chairman and CEO.
“We believe the customer should expect companies to deliver on every level of e-business,
and that includes providing fast and accurate answers to customers’ questions
and concerns.”
Modem Media has created customer-focused Internet solutions for clients such
as 3M, Citibank, Intel, Delta Air Lines, E*Trade, General Electric, IBM, Sony
Computer Entertainment of America, Unilever and Vodafone.