Product Description

A comprehensive guide to taking full advantage of the Internet for customer care
A dynamic customer service Web site can dramatically increase customer loyalty and provide a competitive edge that all companies strive to achieve. But in order to run a successful site, you must know the latest technologies and understand how to integrate them into your business strategy. Written by internationally recognized Web marketing expert Jim Sterne, this book clearly explains these technologies and demonstrates how companies of all sizes can use them to create and maintain cutting-edge customer service sites.
Completely updated for today's technically-savvy readers, this Second Edition covers all the bases. You'll learn the steps needed to make the transition from your current customer support to the Web. You'll also find valuable information on how to improve your existing site in order to save money and provide better quality support. And with the help of numerous case studies from a variety of different industries, you'll discover how other companies create and maintain their Web sites.
This book will help you:
* Create a service plan that takes full advantage of the Web's potential
* Determine the best way to present your company's information on the Web
* Effectively manage e-mail
* Find out exactly what your customers want and measure their satisfaction
* Examine how others are using networked computer communications
* Utilize extranets to lock in customers and channel partners and lock out competitors
Visit our Web site at www.wiley.com/compbooks/

Product Details

• Amazon Sales Rank: #697506 in Books
• Published on: 2000-05-08
• Original language: English
• Number of items: 1
• Binding: Paperback
• 368 pages

Amazon.com
As businesses have overcome technical, financial, and promotional hurdles to developing online commerce, they are now confronted with the core issue of all businesses in a competitive market: providing quality and cost-effective customer service 24 hours a day, 7 days a week, and 365 days a year. Jim Sterne, who led the pack in the earlier stages of Net commerce with his book World Wide Web Marketing, has written a book that every company using the Net should consider giving to every employee involved in online commerce. Contains great practical information, case studies of companies that have paid attention to online customer service (and are doing well because of this attention), and an appreciation for the critical edge provided by caring about your customers.

Review
"Customer Service on the Internet is one of those rarities: a thoroughly updated second edition of a book." (e-Business, October 2000)

"...well laid out and clear..." (www.freepint.com, 6 September 2002)

"Customer Service on the Internet is one of those rarities: a thoroughly updated second edition of a book." (e-Business, October 2000)

"...well laid out and clear..." (www.freepint.com, 6 September 2002)

freepint.com, 6 September 2002
"…well laid out and clear…"

Customer Reviews

DotCom 1.0 doesn't cut it 8 years on
As a historical snapshot this book is great. Written in 2000, it captures the vibe of the late 90's dotcom period well. The sense of excitement, possible new busines models, and latest quotes from experts (all dated to the day in 1999) really took me back.

What this book didn't do was give me a sense of how online customer care operates (and can operate) in 2008. The illustrations of web pages and technologies in the book only served to show me how much things have moved on in the last 9 years. While the principles of customer contact are timeless, this book is seriously dated. If, like me, you are looking for a book that identifies what the current state of online customer contact is, and how things might evolve going forward, then this book is way past it's use by date.

good information
has wide info about customer service in internet. but not exactly what i'm looking: how to build customer service web based application. but the book gave me some insight on situation around servicing customer in internet.

A good starting point
One of a very limited number of titles, as far as Internet customer service is concerned, a good starting point for throwing up ideas, although I felt it lacked a basic frame for somebody who was new to the net and looking to establish customer service procedures. As with any text written about technology, one would have to question how current the information was, although I apreciate this would be out of the control of the author. My only other problem was that I thought allot of time was dedicated to the interests of large firms, for example a big section was dedicated to setting up and monitoring disscusion groups, important and usefull sources of information yes, but not a realistic part of a website for a small company, more your major computer business etc. All in all though considering the limited number of titles available, (about two as I write this, including this one) if you have a spare £20 its better than nothing!