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"The Insiders Guide to Customer Service on the Web: Eight Secrets for Succesful E-Service"
by Greg Gianforte - CEO and Founder, RightNow Technologies
The Web seems like the perfect place to do customer service. It’s where people go to find answers fast. It provides the basic technology needed to help customers navigate their way through lots of content to the particular piece of information they need. And it’s open seven days a weeks, 24 hours a day. In fact, according to industry observers, Web-based customer service – also known as “E-Service” – is one of the biggest business opportunities on the ‘Net. This white paper distills the experience and best practices of successful E-Service implementers from a wide range of industries. It also provides a simple test that you can use to determine your company’s “E.Q.” With this information, you’ll be able to plan and implement your own E-Service strategy – and join the ranks of successful E-Service implementers who consistently delight customers while they lower support costs and build a stronger Web presence.
Download this in "pdf" format by clicking on the title
above (requires Acrobat Reader).
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