07-LECTURE NOTES 7 E - COMMERCE DIGITAL MARKET AND DIGITAL GOODS

For example american northwest thy and many other

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Unformatted text preview: an traditional focus groups and surveys. ELECTRONIC COMMERCE (E-commerce) ELECTRONIC CUSTOMER SELF SERVICE Many companies use their Web sites and e-mail to answer customer questions or to Many provide customers with product information, reducing the need for human Customerprovide support experts. For example: American Northwest, THY and many other Airlines have created Web For sites where customers can review flight times, seating chars, Airport logistics; check frequent-flayer miles; and purchase tickets online. New Software products are even integrating the Web with customer call centres, where New customer service problems have been traditionally handled over the telephone. customer A Call Centre is an organizational department responsible for handling customer service Call issues by telephone and other channels. Example: A visitor to the Lands’ End Web site can request a phone call from customer service by entering his/her telephone number. A Call Centre System directs a customer Service representative to place a voice telephone call to the user’s phone. telephone ELECTRONIC COMMERCE (E-commerce) ELECTRONIC B2B ELRCTRONIC COMMERCE: New Efficiencies...
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