1. The World of Customer Service, 2e Odgers 1 Chapter 13 Chapter 13 Customer Service Technologies Objectives Describe the use of web-based technologies in customer service departments. Discuss some design principles that are important to remember when developing a website. Understand the advantages and disadvantages of exchanging email messages with customers. Describe the application of instant messaging, chat rooms, and web logs (blogs) when serving customers online.

2. The World of Customer Service, 2e Odgers 2 Chapter 13 Identifying Customer Service Web-Based Technologies Email allows a customer to send a message quickly and effortlessly. Instant messaging and chat rooms allow a customer to engage in one-on-one, real-time text dialogs with CSRs. FAQs permit customers to quickly view the most common product and service issues through a list of frequently asked questions.

3. The World of Customer Service, 2e Odgers 3 Chapter 13 Identifying Customer Service Web-Based Technologies Knowledge bases offer current and detail information about products and services. Online forums allow users to share information and post responses to each. Voice call-back permits customers to click a button on the customer service site to receive a return call from an e-rep.

4. The World of Customer Service, 2e Odgers 4 Chapter 13 Website Issues and Design Considerations Business-to-consumer e-commerce (B2C) Consists of the sale of goods and services from a business entity to a consumer or the general public through its website, or electronic storefront The B2C model eliminates the middleman

5. The World of Customer Service, 2e Odgers 5 Chapter 13 Effective E-Commerce Websites Factors that lead to E-loyalty Low prices Wide selection of products Website appearance and ease of navigation Accessibility of up-to- date information Ease of ordering Posted privacy policies Security safeguards Shipping choices On-time delivery High-quality customer support

6. The World of Customer Service, 2e Odgers 6 Chapter 13 Considerations When Designing a Service-Friendly Website What is the purpose of the website? What graphics are needed to capture and maintain customer interest? How easy is it to navigate and perform search functions? Will customers feel secure with the buying experience? Is the website fun, current, interactive, and interesting?

7. The World of Customer Service, 2e Odgers 7 Chapter 13 Emailing Customers Advantages Eliminates telephone tag Saves time Speeds up the process of making decisions Is inexpensive Disadvantages Is not confidential Does not communicate the sender’s emotions well May be ignored or delayed by respondents

8. The World of Customer Service, 2e Odgers 8 Chapter 13 Other Customer Messaging Systems Internet Protocol Private Branch Exchange systems (IP-PBX) Call center equipment that routes inquiries automatically Instant Messages A real-time Internet communication service that notifies you when one or more people are online and allows you to exchange messages or files in a real-time typed conversation.

9. The World of Customer Service, 2e Odgers 9 Chapter 13 Other Customer Messaging Systems Chats The purpose is for agents or specialists to approach customers while they are online and offer assistance Fax Documents A device that transmits and receives documents over telephone lines

10. The World of Customer Service, 2e Odgers 10 Chapter 13 Other Customer Messaging Systems Blogs A website where entries are made in journal style and displayed in reverse chronological order. Also referred to as web logs, they contain text, images, and links to other blogs or web pages and are part of a wider network of information. There are almost 9 million active blogs, with 40,000 new ones popping up each day.