Customers expect the same level of customer service whether they are conducting business online or offline.
Consumers have more choices than ever and subsequently demand added value from a Web site.
With the click of a mouse, your Web site visitor could go to another supplier that can give him a satisfactory answer to his question. The Internet translates into speed, efficiency and lower costs for all kinds of business transactions. As a result, the number of customer service-related inquiries and requests have surged into the stratosphere. In addition, the time required to handle these messages could exceed 230 million man-hours per month, according to Gartner Group analysts. So it's not just about acquiring customers, but also retaining them.