Speakers:
David Daniels, Research Director, JupiterResearch
Michelle L. Wilson, Director of Professional Services, Vividence Corporation

You worked hard to earn your customers, and now you should work equally hard to keep them. Developing an online customer support program that supports the needs of customers and fosters loyalty should be one of your top concerns. Customers today expect 24/7, online self-support, where they can turn at any time to quickly find information, manage their accounts and enroll in new programs and services.

The best online support sites begin with truly understanding their customers' needs. A well-developed customer support system saves money, increases overall satisfaction, and ultimately retains customers.

This Webcast reviews best practices in developing online customer support programs, such as:

• Why e-mail and self-service are largely failing to keep customer satisfied?
• Why is the usability and quality of the customer service experience is important?
• Does your Web site homepage effectively speak to your customers, or just your prospects?
• What are the common barriers preventing customers from using online support services?
• How can you reduce the number of calls to your phone center by best utilizing online resources?
• Are you offering the right type of services and information to make your support area worth visiting?

Chances are you already offer online customer support. And there's a greater chance that it's not living up to expectations—yours or your customers. Attend this Webcast and learn about key factors that contribute to an effective online support program that generates customer loyalty and ultimately greater online revenues.

About Vividence

Vividence is a leading customer experience market research firm providing critical business insight into online customer experiences, industry trends and competitive web strategies. Vividence's unique approach to customer experience measurement combines innovative technology with world-class research techniques and expert consulting services to provide insights that surpass traditional market research models. More than 250 customers including Compaq, Dell, FedEx, General Motors, Macy's, Microsoft, Pfizer, USA Today, and more than 150 of the Fortune 1000, use Vividence. For more information on how Vividence is transforming market research, visit www.vividence.com.