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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. Copyright © 2003, Idea Group Inc. Copying or distributing in print or electronic forms without written permission of Idea Group Inc. is prohibited.
102 Gibson Available at: http://www.microsoft.com/business/crm/resources/overview.asp. Mottl, J. (2000). Customer Service Is E- Tailer’s Costly Challenge. Available at:. http://www.intemetweek.com. Romeo, J. (1999). Online customer service comes of age. Available at: http:// www.ecommercetimes.com/printer. Schefter, P. (2000). E-loyalty. your secret weapon on the web. Harvard Business Review, 105. Trott, B. (2000). Online ‘agents’ evolve for customer service. Infoworld. 31. Zhivago, K. (2000). To bot or not to bot? Business 2.0. 54. Copyright © 2003, Idea Group Inc. Copying or distributing in print or electronic forms without written permission of Idea Group Inc. is prohibited.
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Acquisition Editor: Mehdi Khosrow-P
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The Economic and Social Impacts of
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vi Preface E-commerce is not new, t
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viii the e-commerce’s experience
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About the Authors 259 Eric Cloete B
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About the Authors 261 Technikon. He
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A absenteeism 191 accreditation 247
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low mean values 171 M management 14
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