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Web-based and social-based customer service tools will not all deliver equal value to every enterprise. Those considering implementation of web-based or social media customer service solutions should first evaluate the suitability of the primary tools with respect to the enterprise’s environment and service goals.

Managers can assess the appropriateness of different web-based customer service tools for their organizations by:

  • Inputting responses to the social and web-based customer service questionnaire.
  • Considering the social and web-based customer service assessment analysis.

Use this tool to understand the strengths and weaknesses of available web-based customer service technologies, including how to employ the technologies as a cohesive customer service strategy.

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