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The Internet has seen massive adoption. Online retailing has continued to dramatically build its customer base and more and more companies are sending their offline customers to the Internet for service and support. To service both these old and new customers, the Internet has already had an abundant history of "self-service" tools that have each seen their boom and bust cycle. Active forms, eCRM and analytics have all tried to make the Internet an equal, but more cost-effective, participant in the world of customer communications along with Mr. Bell's great invention, the telephone.
Excellent article. I agree wholeheartedly. Online customer service is even more important than brick and mortar customer service because the customer cannot see you. So online chat or emails can be misconstrued when it comes to tone. Humans still want to be humans and talk about what they are looking for or some just want to talk. Give them what they want and your business will succeed.
