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For eBusiness & Channel Strategy Professionals

Developing An Online Customer Service Strategy

February 12, 2010

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  • By Diane Clarkson
  • with Carrie Johnson,
  • Elizabeth Davis,
  • Kate van Geldern

Why Read This Report

Developing cohesive online customer service has never been more important. Expanding the role of online customer service can achieve multiple objectives including lifting brand favorability, supporting upselling and cross-selling, and serving as a valuable source of consumer intelligence. The challenge, of course, is where to begin. In this document, several eBusiness and channel strategy leaders provide insight into what to consider as you begin developing, implementing, and executing an online customer service strategy.

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Tools And Templates

Best Practice Assessments

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  • Online Customer Service Strategy Assessment

Models and Calculators

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  • Disappointing Online Customer Service Affects The Bottom Line
  • On Average, 29% Of Customer Service Interactions Take Place Online

Table of Contents

  • Online Customer Service Strategies Have Multiple Business Benefits
  • Online Customer Service Must Be An Organizationwide Strategy
  • Supplemental Material
  • Related Research Documents