Customer service on the internet

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