Trial lock

This Research is for Members Only

Not a member? Unlock a free sample of our research now!

Already a member?

Sign in now

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 for small enterprises.

To respond to customer demand and to 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.

Related Content


Get Access

Get Instant Access
To unlock the full content, please fill out our simple form and receive instant access.