Online customer service has become very popular these days with the emphasis on internet enabled services. Enterprises are trying to ensure that they can attend more to their customers without having to go through the normal channels. However, even with this migration to the internet, a lot of challenges are still presented that pose bigger problems for businesses. Generally, customers tend to rate their experience in terms of the following:
i. The ease with which they get through their experience on the website
ii. The extent to which the site was able to satisfy their queries
iii. The ability of the site to provide the expected experience.
There are some basic solutions that online customer services make use of in order to deliver excellent customer service via the internet. These include the following: (more…)