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Sandra Gronover, E. Senger, G. Riempp

Management of Multimedia Interaction with Customers – Fundamentals and Decision Tree

Today´s fast paced-world is increasingly becoming characterised by technology-facilitated transactions and communication. Various information systems enable growing numbers of customers to obtain information or to fulfil transactions instead of interacting face-to-face with a company employee. Many companies invest much money for building up computer-mediated interaction channel. The overall goal is to safe money, but nowadays no existing channel has been dismissed or even substantially reduced.
The following article discusses potentials, criteria, conditions and consequences concerning the use of computer-mediated environments. The objective is to derive recommendations of action for a context-dependent support of customer interaction, especially by means of Web Collaboration and Self-Service-Options.

i-com, Oldenbourg Wissenschaftsverlag

Print ISSN: 1618-162X
Volume: 01, 01/2002
Pages: 025

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