Answer 6 only the e business really knows its

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Answer 6: Only the e-business really knows its products and services. So an ongoing investment needs to be made in developing the scripts and information resources the outsourced call center will use to provide service to customers. The e-business will also have to integrate its systems to those of the call center, computers, and phones so that the call center has up-to-date information. The e-business will also have to maintain its internal systems and links to other business partners. The main cost that is outsourced is that of the call center itself and the personnel costs. This works because one call center can support several e-businesses, thereby, distributing the overall cost. Question 7: What are the three levels of e-business customer service that can be deployed without a call center? Answer 7: These three levels refer to how the e-business interacts with its customers. These interactions take time and effort, so e-businesses look to use the technology of the Internet to manage these interactions in the most cost-effective manner. At the first level, interactions are managed primarily through phone systems. Phone systems give the e-business the ability to access customer information and interact with the customer without involving a person. This is useful for accessing simple information and records. At the next layer, the interaction is still electronic and involves the use of informative Web pages and e-mail to answer more complex questions. Finally, as the interactions become more complex, some e-businesses use Internet chat to allow one customer service representative to interact with several customers at the same time. Question 8: Why is capturing data about customers an important part of e-business customer service? Answer 8: There are two reasons. By capturing data, the e-business can develop a profile of the customer to assist in future interactions. The second reason is that this profile can also be used to understand the customer’s needs and preferences and use this information to provide additional products and services. The profile can also be used to prioritize customer service based on the perceived profitability and importance of that customer relationship. At an overall level, these profiles can be used to analyze customer behavior in general and to anticipate customer needs. Question 9: Why is it important that the customer data be kept safe and secure?
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Answer 9: An e-business captures a significant amount of information about customers, which is then collected into detailed profiles. There exists the potential that this information may be misused by the e- business or its personnel or affiliates. By keeping the information safe and secure, abuses can be restricted and the e-business can avoid potential legal action and fines. In Europe, privacy laws are quite strict, and violations can damage an e-business.
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