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 The IR Blog

FPO

Brian Smyth / E-Commerce

How online retailers can price for profit in the age of data

The first step to eradicate price warfare in the retail industry is to widen the ...

FPO

Rob Garf / E-Commerce

The end of seasonal promotions and what it means for retailers

Retail sales vary relatively little between January and October as consumers buy when it’s convenient ...

Advertisement