Ten Secrets for Successful Customer Service

Description

The Insider's Guide to Customer Service on the Web:
Ten Secrets for Successful Customer Service
by Greg Gianforte, RightNow? Technologies
? 2005

Executive Summary
Why Web-Based Customer Service?
Web-Based Service Innovators: Cases-In-Point
Ten Secrets for Successful Web-Based Customer Service
Bottom Line Benefits of Web-Based Customer Service
What's Your Company's SQ?
RightNow? eService Center: Customer Service Made Easy
Industry Response
Executive Summary

The web is a great place to do customer service. It's where people go to find answers fast. It provides a way for customers to navigate their way through lots of content to find the particular piece of information they need. It's open seven days a weeks, 24 hours a day. In fact, according to industry observers, web-based customer service (also known as "eService") is one of the biggest business opportunities on the web.

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