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Online Customer Service 101
the information regarding privacy of data collected. Lastly, a follow-up mechanism
has to be in place at the website such as confirming the e-mails, an automated
shipping/tracking system, prompt delivery, and e-mail satisfaction surveys (LeClaire
& Picozzi, 2000).
As it can be seen, the online customer service arena is a very important
component of achieving customer satisfaction and retaining customers. Many tools
and strategies can be used to achieve an effective online customer service. The
question is how effective are these tools and where they have to be used. Each tool
has advantages and disadvantages. An online business has to evaluate the pros and
the cons of each tool and then decide the most appropriate tools for its website.
REFERENCES
Bernett, H. (2000). E-Commerce, Customer Service, and the Web-Enabled Call
Center. Presentation at American University.
Boone, L. E. & Kurtz, D. L. (1995). Contemporary Marketing Plus. Forth
Worth, TX: The Dryden Press. .
Cincom. Transforming Your Call Center Into a Multimedia Contact Center.
Available at: http://www.crmxchange.com/whitecacers/cincom3.html.
Coronel, R. (2000). Database Systems: Design. Implementation and Management.
Cambridge, MA: Course Technology.
Curry, J. (2000). The Customer Marketing Method: How to Implement and
Profit from Customer Relationship Management. New York, NY: The
Free Press.
Gardner, S. (1999). E Building the data warehouse. Communications of the
ACM. 41 (9), 52-60.
Genesys. Customer Service on the Internet; Redefining The Call Center. Available
at: http://www.telemkt.com/whitepapers/genesys-redefining.html.
Groth, R. Data Mining: Building Competitive Advantage. Saddle River, NJ:
Prentice Hall.
Hunter, S. (1999). Improving Your Online Customer Service: Seven Common
Mistakes Businesses Make With E-Mail That Can Cost You Sales. Available
at: [On-Line].
LeClaire, J. & Pirozzi, L. (2000). Understand Online Customer Service. Available
at: http://w-vvw.workz.com/html/404.html.
Lucent Technologies. (2002). Web-Enabled Customer Contact Centers. Available
at: http://www.crmxchange.com/whitepapers/lucent.htmi.
Microsoft Corporation (Year). Overview of Customer Relationship Management.
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