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Unformatted text preview: an traditional focus groups and surveys. ELECTRONIC COMMERCE (E-commerce)
CUSTOMER SELF SERVICE
Many companies use their Web sites and e-mail to answer customer questions or to
provide customers with product information, reducing the need for human Customerprovide
For example: American Northwest, THY and many other Airlines have created Web
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
customer service problems have been traditionally handled over the telephone.
A Call Centre is an organizational department responsible for handling customer service
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)
B2B ELRCTRONIC COMMERCE: New Efficiencies...
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- Spring '11