Question

Web self-service is becoming the preferred communications channel for customer service and the phone is losing ground. As reported in Customer Relations Management magazine (November, 2013), Forrester Research found that 72% of consumers, regardless of age, prefer self-service to the telephone or email when it comes to resolving product or service issues. Describe and discuss what needs to be considered to fully support customers after the sale using the Internet.

Answer 1

Services to the customers using internet after the sale of theproduct needs representatives working on the site and interacting with the customers whenever they have a query. The response must be quick as the customers expect fast services when it is online. The website mustbe customer friendly and special login and passwords must be provided to each customer so that they can sign in and access all the details about their product. We must also have a good software which will automatically update regarding the customer and will easily note the complaint given by the customer.