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Marketing Database Associates, which has its European headquarters in Derry, said the WebCall service allows end-users to stay on-line even as they speak to a customer representative. The service could help those who may experience difficulties whilst shopping on-line and want to speak directly to a Webcall representative. Recent research showed that up to 60 per cent of Web based transactions are abandoned before completion and the company believes WebCall could have a major effect on reducing the drop out rate.
"For too long, customer satisfaction support among e-commerce companies has been treated as an after thought to the implementation of their technology focused business models. He said this often results in customer dissatisfaction," said Tim Maroney, chief executive officer of MDA.
"Internet customers who shop on-line may have question about product availability or credit card security. As a result large numbers of e-commerce transactions are being abandoned."
WebCall, which will be available as part of the company's marketingdata.com suite of Internet products, includes e-mail, fax, chat and callback capabilities.
Lost sales due to abandoned transations on-line are costing companies around USD6 billion a year, with a projected loss of USD173 billion over the next five years according to MDA.
The WebCall European service will operate from MDA's call centre in Derry. MDA, which is a wholly owned subsidiary of MDA Europe Ltd., announced last month that it will create 230 jobs over the next three years in Derry. The company, which is headquartered near Boston, Massachusetts, has provided desktop database management solutions to marketing and sales managers throughout the US since 1992.
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