Customer service on the Internet - Jim Sterne

Now imagine that this service provides more information, in less time, at a lower cost than your current customer–service operation. Find out how you can do all this and more with Customer Service on the Internet.

Writing for customer–service and marketing managers, Jim Sterne shows just how quick and easy it is to set up a state–of–the–art customer–service operation on the Web. He clearly explains all the strategic and business issues involved, and, with the help of detailed real–life case studies, demonstrates what really works.

This book also shows you how to:

• Cut down on phone support by publishing useful product information on the Web.


• Organize information and make it readily available to customers.


• Manage e–mail and online forums to improve customer loyalty.


• Make it easy for your customers to answer their own complex questions.


• Create inexpensive electronic focus groups.

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