Abstract
This study investigates the effect of providing a Web-based diagnostic tool as a collaboration medium on remote customer troubleshooting tasks with and without the assistance of a customer call center agent. The study tested three troubleshooting modes (Web tool alone, call center agent alone, and Web tool + call center agent). The hypothesis that the Web tool + call center agent mode would be faster than the other two modes was not supported. However, the results of the experiment showed that the Web-based self-help diagnostic tool can be a potentially cost-effective way of providing customer support. The performance using the Web tool alone was comparable to the call center agent.
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Kim, C., Choe, P., Lehto, M.R., Allebach, J. (2007). Effect of Providing a Web-Based Collaboration Medium for Remote Customer Troubleshooting Tasks. In: Smith, M.J., Salvendy, G. (eds) Human Interface and the Management of Information. Interacting in Information Environments. Human Interface 2007. Lecture Notes in Computer Science, vol 4558. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-540-73354-6_6
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DOI: https://doi.org/10.1007/978-3-540-73354-6_6
Publisher Name: Springer, Berlin, Heidelberg
Print ISBN: 978-3-540-73353-9
Online ISBN: 978-3-540-73354-6
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