Building a Solid Web-Based Customer Service Toolbox


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The use of Web-based customer service has become a standard practice for most service organizations and a standard expectation for customers. However integration of different technologies into an effective service strategy remains a challenge.

This research note provides an overview of common Web-based customer service tools, including:

  • A framework for classifying the different Web-based customer service tools available on the market today.
  • A description of what each tool does.
  • A discussion of the common uses and attributes of each tool.

To respond to customer demand and maximize returns on investment in Web-based customer service technologies, companies must understand the strengths and weaknesses of available technologies and how to employ the technologies into a cohesive customer service strategy.

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