Online, one of the critical elements left to differentiate your business or organization from competitors is the quality of your customer service. Industry analysts name Internet-based customer service, also known as eService, as one of the biggest business opportunities on the Web. A successful e-service implementation requires the right principles, practices and tools. By surveying today's most effective e-service practitioners, RightNow Technologies discovered eight basic attributes that make online customer support work. The next three editions of OnTarget will feature the inside tips to providing excellent customer service.
Many companies make the mistake of being too slow in their response to online information requests.
Once a customer or prospect has been disappointed by how slowly their question has been answered, they are unlikely to try again. They may even become disillusioned about the company as a whole.