Online customer service

  • Authors:

  • Rick Gibson

  • Affiliations:

  • American University

  • Venue:
  • The economic and social impacts of e-commerce
  • Year:
  • 2003

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Abstract

The purpose of this study is to find an effective online customer service strategy. Although the effectiveness of the online customer service will vary and depend on the type of business the company is involved in, the usage of different types of tools in this arena have proven to be more useful than others. Effectiveness in this work will be used, in the sense that the more effective strategy will lead to more satisfied customers, a higher customer retention rate and higher revenue for the business.