11-11-2005, 11:40 AM
Quote: With a new returns management feature in its online customer service section, Overstock.com has reduced by more than half the number of customers who contact its customer service agents to ask about processing a return...
Before we changed to this system, every customer either e-mailed or called us to initiate a return, Martin says. But now more than half are initiating and processing the return themselves.
full article: http://www.internetretailer.com/dailyNews.asp?id=16693