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Companies have added e-mail to their home pages in an attempt to cut the cost of hiring people for help centres. But that can create customer frustration if they have to wait days for a response.
However, a new generation of support applications is bringing back the human touch by offering live e-mail support sessions. With a single click, a box allowing two-way communications opens inside a session. If the customer is having trouble on the Web site - buying a product or downloading a patch - support staff can offer immediate assistance and save a sale.
eGain Communications Corp., which last week announced eGain Live 3.0 (formerly eGain Web Collaboration System) is the latest company to...