Online forms provide an inexpensive, efficient and effective way of creating and maintaining customer interaction online. Online forms can enable organizations to lower the cost of traditional service offerings by providing customers with easy access to information and transaction services.
Organizations face two main scenarios when incorporating online forms into their Web sites:
- Organizations want to move existing paper medium, service desks and call centers to the online channel by providing online self-service options due to cost savings, more efficient processes and faster customer interaction. Online forms provide customers with 24/7 convenience to perform many tasks.
- Organizations want to enable business units to more easily create and update online forms and reduce the burden on IT when implementing or changing online forms.
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