Developing An Online Customer Service Strategy
February 12, 2010
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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Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.
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Tools And Templates
Best Practice Assessments
- Online Customer Service Strategy Assessment
Models and Calculators
- 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
The Metamorphosis To Agile Customer Service
August 23, 2011 | Diane Clarkson
Retailers Plan To Expand Online Customer Service Channels In 2010
March 18, 2010 | Diane Clarkson
Understanding Customer Service Satisfaction To Inform Your 2012 eBusiness Strategy
January 23, 2012 | Diane Clarkson