Imagine a Web-based customer-service operation ready to meet your customer's need, 24 hours a day, 7 days a week. Now imagine that this service provides more information, in less time, at a lower cost than your current customer-service operation. Find out how you can do all this and more with Customer Service on the Internet. Writing for customer-service and marketing managers, Jim Sterne shows just how quik and easy it is to set up a state-of-the-art customer-service operation on the Web. He clearly explains all the strategic and business issues involved, and, with the help of detailed real-life case studies, demonstrates what really works. This book also showsc you how to: cut down on phone support by publishing useful product information on the Web; organize information and make it readly available to customers; manage e-mail and online forums to improve costomer loyalty; make it easy for your costomers to answer their own complex questions; create inexpensive electronic focus groups.
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