Putting your customer service operation on the Web sounds like a great idea — your customers can find what they want via their Web browsers, while you automate that expensive call — in process.

SAP AG next year plans to extend its Web-based customer support product with co-browsing to enable a customer and customer service agent to share a Web session. Also planned for the product, called ...

With its Automated Service Agent platform Microsoft is looking to change the face of Web-based customer service by providing more intuitive interaction between online merchants and people doing ...