Web-based customer service tools will not all deliver value to every enterprise equally. 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.
  • Web-based customer service assessment analysis.

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.

This downloadable tool is associated with the research notes, "Building a Solid Web-Based Customer Service Toolbox" and "Building Rock-Solid Web-Based Customer Service."

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