What makes for an effective online customer service presence? We’ll answer this important question by giving you a tour of some of the best (and worst) practices in online customer service. A number of successful online customer service centers will be closely examined, as we analyze in detail the characteristics of their success. We’ll illustrate exactly how these companies are creating satisfied customers and reducing operational costs, using “killer” customer service techniques and strategies like:
- Auto-response email
- Email newsletters and announcements
- Frequently Asked Questions (FAQs)
- High-powered search engines
- Personalization (of both Web pages and email messages)
- Discussion groups
- Ties to corporate systems
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