Companies with poor e-Service lose customers, since Web users get frustrated quickly and head elsewhere. Without a healthy e-Service strategy, companies can find their call centers swamped when they introduce a new product or experience problems with an old one. This white paper distills the experience and best practices of successful e-Service implementers from a wide range of industries. As it becomes increasingly popular and well traveled, the Web is rapidly changing. Things have really changed.
Companies use the Web to buy, sell, recruit staff, solicit bids and make referrals.
It's also a great place to support customers and forge closer relationships with them. That means it's also a great place to lose customers, too. Unfortunately, many executives who would have a heart attack if their phone lines were down for ten seconds think nothing of letting an online customer wait days for an e-mail reply. A big part of the Web's fundamental appeal is immediate gratification. When someone comes to a Website, they want to find the information they need to make a buying decision or solve a problem fast.