The e-CRM market is expected to reach $10 billion by 2003, according to the META Group.

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A 1999 Garter Group report estimates that companies will soon spend $6 billion (US$) a year on Web-based customer service applications.

Interactive Tool for Customers over the Web

This enables real-time communication with the visitors of a web site and the customer support person of the site. Can integrate with any other existing setup or with other modes of help like voice/ email call centers. Supports both reactive as well as proactive help and can be enabled in Asian languages.

What is the relevance: Web lacks the feel and comfort given by a sales rep/ customer support executive in a brick and mortar setup. This solution bridges this gap and brings the best of both worlds to the end user.

Target clients

Any web site that needs to extend real-time support to its visitors. This feature is fast becoming mandatory for banking, sales or service related websites. Immediate market is the Indian financial sector. Other markets are being looked at through strategic tie-ups with companies like Servion and Iflex.

Features

All in One - Bharatplanet eCRM Tool integrates all forms of customer communication (Chat, Mail, Form and Phone) into one single tool. All data relating to support offered via various channels like mail, chat, phone etc are stored in a central database and various interfaces work seamlessly together.

Collaborative Browsing - Users and the customer support officer can browser a site together. The support personnel can help the user in navigating the site, taking through a virtual tour and in filling forms.

Shared White board - The user and the customer support officer can share the same virtual canvas and each can write / draw on the board. This helps in illustrations.

Voice Over IP - The application has real-time voice chat facility that runs over the existing IP connection between the user, server and the operator. Voice support is efficient and economical too. The application adds value of a conventional toll-free support telephone to new generation web based support services.