Five years ago, when a customer wanted to contact a business, the only options available were a phone call, a fax or a personal visit. Today, an increasing number of businesses may be reached via their Web sites or e-mail addresses. But ease of communication comes with a price.
Someone has to answer customer e-mail messages and telephone calls.
A large volume of customer service requests might send you looking for specialized software to help manage customer interactions. In some cases, software can automate the process. The market is crowded with companies that provide such solutions. The offerings range from live chat software like that offered by LivePerson to self-service tools that help customers answer their own questions. RightNow offers such a tool.