Bacal & Associates - Meeting your customer service needs for almost two decades
Top : E - Customer Service - Customer Service Via The Internet: More and more customer contact occurs through the Internet, via websites and email. Learn more about how companies are delivering top quality service through the Internet.
Articles:
Train Your Web Site Like an Athlete- by Emily Morris
Understanding consumers' behaviors and attitudes while using your site and the sites of your competitors will enable you to understand not only what consumers are doing online, but also why they are doing it. In this way you can determine exactly what content and functionality to provide in order to serve their needs.
(Added:
23-Jan-2006
Hits:
393
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Nordstrom.com & Customer Service- by Ron Lieber
Alissa Kozuh of Nordstrom.com tries to understand what customers are looking for by analyzing the words they type into the site's search engine -- all 45,000 of them.
(Added:
8-Mar-2005
Hits:
534
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Customer Loyalty Versus Self-Service- by Jack Aronson
There's a trend in customer experience that goes against customer loyalty: self-service devoid of human interaction. Online customers are used to self-service, because the entire online shopping experience is based on this concept. Offline customers are just starting to see self-service kiosks across all major industries.
(Added:
24-May-2005
Hits:
401
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Handling Returns Online- by Juanita Ellis
This article offers some practical advice on how to handle product returns online. After all, product return policies and procedures determine how your customer perceives your customer service.
(Added:
25-Nov-2004
Hits:
490
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At Your Service, Virtually- by Terry Golesworthy
Why should companies care how customers react to their Web sites? To keep them coming back, of course. Without a live person waiting on them, customers have only the data on the screen to make a judgment about a company. What does yours say about you?
As part of its twice-yearly reports on 14 industries, the Customer Respect Group reviews the Web sites of 63 computer-products and -services companies, including all Fortune 1000 companies and other prominent organizations in the industry. Read more about their findings.
(Added:
30-May-2005
Hits:
461
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Evaluating an E-Commerce Site's Usability- by n/a
How easy and pleasurable is your web-site to navigate? For instance are your doown loads quick and painless. Are all of your links in good working order? Browsing your e-business web site should be as easy as browsing one's favorite store in the mall. This article reminds us how important it is to maintain a easily navigated web site.
(Added:
26-Nov-2004
Hits:
315
)
