Inst Cust Service

The internet allows companies to provide support to customers anywhere in the world at a low cost.
To ensure good online customer service, companies must:
* develop a  suitable strategy
* use software which allows them to build-in data to understand customers, track their preferences, improve segmentation and build trust
* maximize service levels by tracking the response time, satisfaction levels of the customers.
* use the web to add value to their service
* Maximize the utilization of the information resources available to provide additional customer service such as status reporting
* Using the capability of the web to allow customers to configure and customize the products and services that they want  putting power back in the hands of the customer
* Being proactive in providing service
* Provide value added services.

Studies have indicated that some aspects of service on the web could be improved. These are:

* Many businesses are unresponsive and over 40% of the companies take at least a week to respond to web enquiries

* Few organisations have automatic response email which means customers are unsure whether they have reached an organisation

* Difference in the approach of online and offline businesses  - eBusinesses are much more responsive than offline businesses using the web as an additional sales channel. For example, more than 50% of internet travel companies responded to enquiries within six hours compared to about 10% of high street travel agents.

Welcome to WordPress. This is your first post. Edit or delete it, then start blogging!