Summary
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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