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Customer service and support impacts every consumer business operating online. The quality of the service experience increasingly factors into the consumers' purchasing decision and has long reaching implications on retention, revenue and brand equity.

A recent Jupiter Research WebTrack revealed that among sites offering e-mail as a customer support option, just 33% acknowledged the receipt of such messages. Moreover, companies are failing to meet consumer expectations for online customer service, creating the potential for higher support costs and diminished returns.

This Webinar explains how business-to-consumer companies should approach online customer relationship management in the context of customer service.

Attend this Webinar and learn:

• Consumers' attitudes and expectations about online customer service.
• Tactics for selecting and implementing eCRM solutions including inbound e-mail management, self-service and text chat.
• Implications for poor service and the competitive opportunities that can be exploited within customer service.
• Drivers and inhibitors to consumer adoption of all customer service touch-points.
• The assessment of online service capabilities of over 250 companies
• Tactics to improve customer service and the overall customer experience.