Web-based customer service tools will not all deliver equal value to every enterprise. Those considering implementation of Web-based customer service solutions should first evaluate the suitability of the primary tools with respect to the enterprise's environment and goals. This tool helps companies assess the appropriateness of different Web-based customer service tools and includes:

• Web-Based Customer Service Assessment Questionnaire. A series of questions that guide the user through assessing the appropriateness of different Web-based customer service tools and how they fit into existing customer service environments.
• Web-Based Customer Service Assessment Analysis. A list of dynamically created recommendations and interpretations that are specific to the organization in question.

Use this tool to understand the strengths and weaknesses of available Web-based customer service technologies and how to employ the technologies into a cohesive customer service strategy.