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The Web Is 24x7 - How About You?

Story:

Some of this article from InternetWeek on the subject of how to respond to their ecustomers may be over the head of small business owners.

However, if you are tired of answering the same questions over the phone from customers, you might find this quote interesting:

"More than 120,000 people have visited the FAQ section of the site since Remington implemented RightNow Web on April 1st. Of those, fewer than 1 percent have had to ask CSRs [Customer Service Representative] their question, Moore says, because people found the answers on their own."

Analysis:

Owners of B2B sites can learn from a consideration of these topics:

  • how to coordinate helping customers online with what you already do on the phone or in person; this is one of the major benefits of the web to the small business owner
  • what to do when you have too many emails,
  • what is currently being expected from the big firms.
What do you care what is being expected from big companies? Someday soon, your customers will expect it from you and your inn.

Link:

Click here for the story (opens in new window)


 

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