December 26, 2000, 9:55 AM

Customer Service

(Page 2 of 2)

Later, as you reduce both the calls to your 800 # and the number of e-mails you receive (we’ve eliminated more than 20%), it will become less expensive to provide.

The real question, though, is: What is the cost of NOT implementing this?

If you are serious about electronic commerce, real-time customer service will soon become just another price of entry. Like 24-hour phone customer service, your consumers will soon demand this online support. If you can’t provide it, guess who will?

Excuse me, I’ve got to go visit one of your competitors. •

comments powered by Disqus

Advertisement

Advertisement

Advertisement

From IR Blogs

FPO

Ernie Diaz / E-Commerce

Can Tencent win the mobile commerce battle with Alibaba?

The two Chinese Internet giants are increasingly encroaching on each other’s territories. A Beijing-based marketing ...

FPO

Matt Swan / E-Commerce

Do cash-back sites really drive incremental sales?

Yes, suggest data from Affiliate Window, an affiliate marketing network. And consumers spend more when ...

Advertisement