Barclays and BT to launch talking website
Sunday 21 November 1999
After the successful recent pilot scheme with Barclays Online, BT is expected to sign a series of deals for IECC within the next few weeks. It allows anyone using a website to have questions answered immediately with the click of a mouse - but by a real human being - in three formats.
"Web Chat" uses written dialogue with a customer service agent. "Web Talk" lets a customer talk direct to a call centre operator. Finally, "Web Push" lets an agent "push" the required information to the customer whether it be a picture or text - so someone shopping online for clothes could view an item in a different colour on screen.
More companies look set to join Barclays. Initially, these will be other financial institutions but it will not be long before this ground-breaking initiative, so far available only in the US, is taken up by other sectors.
Ian Seedhouse, development manager at BT Syncordia Solutions, which came up with IECC, said: "There is a need to interact e-mail with a call centre. This is backed up by research, and it will not be long before all companies realise how essential this is - or before the consumer demands it."
Research carried out by Yankelovich Partners in 1998 found that 63 per cent of online users would be more inclined to spend with human interaction - at present 67 per cent of people click out of shopping websites without buying.
Companies may see e-commerce as the way forward and assume that people are going to use websites. In reality, most people still do not trust the web and are reluctant to pass credit-card details over the net.
- 1 Moscow voted the world's unfriendliest city
- 2 The excuses your boss is most likely to believe when you call in sick
- 3 I'm pansexual – here are the five biggest misconceptions about my sexuality
- 4 More than 11,000 Icelanders offer to house Syrian refugees to help European crisis
- 5 If these extraordinarily powerful images of a dead Syrian child washed up on a beach don’t change Europe’s attitude to refugees, what will?
Climate change: 2015 will be the hottest year on record 'by a mile', experts say
Senior British politicians tell David Cameron: When dead children are being washed up on beaches, it's time to act
Jeremy Corbyn calls Osama bin Laden's killing a 'tragedy' - but was it taken out of context?
If these extraordinarily powerful images of a dead Syrian child washed up on a beach don’t change Europe’s attitude to refugees, what will?
If you're not already angry about the refugee crisis, here's a history lesson to remind you why you really should be
Theresa May says migrants should be banned from entering the UK unless they have jobs lined up
iJobs Money & Business
£14000 - £16000 per annum: Recruitment Genius: This company was established in...
£20000 - £25000 per annum + OTE 40k: SThree: SThree are a global FTSE 250 busi...
£20000 - £25000 per annum + competitive: SThree: SThree are a global FTSE 250 ...
Voluntary and unpaid, reasonable expenses reimbursable: Reach Volunteering: St...