Stories by Doug Dineley and Jim Snyder

Customer Service Meets the Web

For business-to-business and business-to-consumer Web sites, online customers are becoming not only more plentiful, but also more demanding. This presents both a challenge and an opportunity. With the competition only a click away, the pressure is on every e-business to distinguish itself with better customer service. You can't take days to respond to e-mail inquiries and expect customers to keep coming back. At the same time, the Internet can help companies reduce service and support costs, because it provides ways to help customers help themselves and enables customer service representatives to serve more customers in less time than they ever could over the phone.