Customer Service on the Internet: Building Relationships, Increasing Loyalty and Staying Competitive

by JimSterne (Author)

• Used

  Paperback
  1996

  $20.96

  Many companies have realized that they can substantially reduce the cost of their customer service operations by shifting from telephone-based support to Internet-based support while maintaining the high quality of their support. Explaining the latest methods in Web customer support, this text is intended for customer support managers, marketing directors, and other middle managers who must determine their company's Internet strategy. It covers the technical and strategic issues, provides a cost/benefit analysis, and makes recommendations as to what type of information a company should make available and in what form. Other topics covered include: managing your corporation's image; managing the look and function of your Web site to encourage customer interaction; organizing your information and making it readily available; and managing online forums and answering customer questions.

• Used

  Paperback
  2000

  $3.38

  A comprehensive guide to taking full advantage of the Internet for customer care A dynamic customer service Web site can dramatically increase customer loyalty and provide a competitive edge that all companies strive to achieve. But in order to run a successful site, you must know the latest technologies and understand how to integrate them into your business strategy. Written by internationally recognized Web marketing expert Jim Sterne, this book clearly explains these technologies and demonstrates how companies of all sizes can use them to create and maintain cutting-edge customer service sites. Completely updated for today's technically-savvy readers, this Second Edition covers all the bases. You'll learn the steps needed to make the transition from your current customer support to the Web. You'll also find valuable information on how to improve your existing site in order to save money and provide better quality support. And with the help of numerous case studies from a variety of different industries, you'll discover how other companies create and maintain their Web sites. This book will help you: Create a service plan that takes full advantage of the Web's potential Determine the best way to present your company's information on the Web Effectively manage e-mail Find out exactly what your customers want and measure their satisfaction Examine how others are using networked computer communications Utilize extranets to lock in customers and channel partners and lock out competitors