Advantages and Disadvantages of eCRM

Advantages

• Dynamic content. The contents of the knowledge base are limited only by what is thought will not be asked. Therefore, self help tools are often very robust, cover a wide range of topics, and must be constantly updated by adding new articles, and removing articles determined by user survey as incomplete, incorrect, or not relevant
• Good coverage. Many topics can be covered and many users can use the tool.
• Low cost. Relative to other electronic interaction channels, the cost of purchasing, implementing, and administering is low.
  

Disadvantages

• Mixed resolution rate. Some questions, due to their nature, may not be answered.
• No engagement. No human follows up or clarifies. What-you-see-is-what-you-get.
• Impersonal. Does not easily recognize user or patterns of user. Source:

Source: http://www.crm2day.com/library/EpFkEyuEZuUJuzDoud.php