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Chapter 25. Internet

Chapter 25. Internet

When you think of customer service, you generally think of face-to-face and telephone interaction. However, due to the increasingly popularity of the Internet, electronic commerce (ecommerce) is becoming a growing area of customer service. As a result, consumer demand for immediate and complete customer service response is also growing. Often, even if a customer makes a purchase online, most still want the option of accessing a human being.

In theory, using the Internet and email to conduct business is ideal—there is no busy signal and no 30-minute “hold” time before reaching someone. It allows the customer to feel he or she has a special one-on-one relationship with the business and it allows the business to reach online audiences quickly and effectively. But there is problem with ecommerce: Surveys show that more than 60% of people that go online to purchase products leave their shopping cart and exit without buying anything because they cannot reach a human being to get immediate answers they need. As more people do business on the Internet, you will find you have more Internet-related service calls.


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