"Internet customer service or e-service as its called is quickly changing the way companies communicate with their customers. Internet based customer service is critical today".
There are very many sites offering services online. "Almost overnight a new type of electronic appeared en masse: the e-customer. Companies have to provide online customer service that's quick and accurate for their new customer, regardless of whether they are consumers, other businesses, or employees"
What is e-service?
"In its simplest definition: it's when a customer problem is solved through an electronic interaction. The interaction may be in the form of self-serve, just-in-time information. Companies post frequently asked questions, knowledge bases and other content, so customers can quickly find information when they need it. E-service is also characterized by accurate, personalized, timely responses. Moreover, it will ultimately differentiate a company from its competition."
What kind of functionality should a good e-service site offer?
"A company's e-customers should be able to get an answer to a question by sending an unstructured e-mail, filling out a web form, participating in a chat room or discussion group, using a call-me-now button, searching through FAQ and knowledge base listings, and so forth."
"More importantly, companies must assess how these processes are managed internally. They need tools to help them efficiently prioritize, route, answer, track and analyze customer requests. Internal users, for example, need access to a complete record of past interactions with every customer in order to craft responses that are intelligent and personalized. Multiple users should be able to simultaneously access a common in-box so there is no wasteful duplication of effort or needless stepping on toes. In addition, managers should be able to see a snapshot of the service their e-customers are receiving without getting involved in the day-to-day process. These features working together make e-service a streamlined, productive, and customer-focused process."
