Effective Web customer service is fast, accurate, responsive, and, for the service provider, entirely manageable. The days when a company could succeed on the Web by being the first to offer something online or by having the largest selection are coming to an end. A primary consequence of this rapid move to e-business is that customers want help and information fast. Companies that respond quickly with high-quality, consistent information make the grade. The other guys fail.
Dissatisfied customers move on.
Most businesses experience a dramatic increase in customer inquiries, often far beyond existing response capacity. Service representatives are overwhelmed. Online FAQs become a burden to develop and maintain. Effective Web customer service solves these problems, adding features to Web sites to handle Web visitors and their questions and transactions automatically. Responses are fast, controlled, accurate, and consistent.