Bailor, Coreen
May 2007
CRM Magazine;May2007, Vol. 11 Issue 5, p32
Trade Publication
The article talks about the implementation of text chat in business strategies. ABN AMRO Service Company (AASC) has incorporated text chat into their service strategy in preparation of Gen Yers coming into the market and to provide customers a wide range of service-and-support options. According to Milton Santiago, senior vice president of electronic banking products at AASC, they wanted their customers to reach them online, as more of their services were delivered electronically.


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