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eCustomer Service

I'm looking for articles and research.



2:24 pm on Jul 13, 2004 (gmt 0)

10+ Year Member


Can anyone point me in the right direction for articles and research on eCustomer Service or online customer service.

Iím struggling to find much of any worth.

Thanks for any help,



9:40 am on Jul 14, 2004 (gmt 0)

10+ Year Member

this book is old but still pretty good.

"Customers.com: How to Create a Profitable Business Strategy for the Internet and Beyond"

If anyone has any more recent customer service online books id be up for hearing about them

[edited by: DaveAtIFG at 3:02 pm (utc) on July 14, 2004]


10:14 am on Jul 14, 2004 (gmt 0)

10+ Year Member

Thanks .. I'll take a look.


10:20 am on Jul 15, 2004 (gmt 0)

A couple of weeks ago I published a white paper called 'Informing the informed buyer: the logiq of online sales success' at snipped. This has a particular slant on helping customers find what they are looking for.

A couple of other articles I found useful are:

James Maguire's 'Experts speak out on boosting sales conversion' Part 1 at snipped and part 2 at snipped

Kent Allen's Creating Value by empowering the self-serviced customer at snipped (this may have required registration)

Hope this helps.

[edited by: DaveAtIFG at 3:43 pm (utc) on July 15, 2004]
[edit reason] No URLs please [/edit]


5:26 pm on Jul 20, 2004 (gmt 0)

WebmasterWorld Senior Member 10+ Year Member

I'm not if this will help, but you can take a free online courses for ecustomer service. Search google for "free online courses". Look on the left of your screen for a sponsored listing that looks like:
800+ High-Quality Online Courses
Sign Up and Start Learning Today.

Click on that for the course.


5:53 pm on Jul 22, 2004 (gmt 0)

10+ Year Member

I have that customers.com book, didn't think it was that great.

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