Building Customer Service Online
Internet business customer service and related legal obligations
Alawyerinvolvedwithmatters of laws arising from the context of Internet businessmay be involved, as one of several potentially applicable areas, with how well or poorly a client offers the expected Internet business customer service to users. The degree of success enjoyed in this field can be regarded as being subject to Customer Service Assurance (CSA)-established standards.
Customer service standards for quality
Different methods exist for collecting information as to how customers are being served, and how fully they are satisfied by their experience with an Internet business, as can help forestall the necessity of engaging Internet business lawyers. Data related to Internet customer service can come from management databases, content servers, network devices, user devices, and network traffic monitoring functions. Internet businesses can more successfully carry out customer services according to the software solutions provided by software companies.
Customer relationship management (CRM)
“Customer relationship management” (CRM) is a particular philosophy for more effectively providingcustomer service. In addition to basic goals of business success, correct utilization of CRM strategies can also provide against the need to hire Internet business lawyers. Some of these various areas to focus on and strategies to carry out include:
Building customer base.
Contact directories can lead to increased numbers of customers through more effective management techniques.
Customer service enhancement
If an Internet business updates, improves or adds to the services which they offer to their clients, they can both improve the experience of using their goods and services in specific ways and also generally demonstrate good faith to their customer base.
Customer retention
An Internet business can more directly address its customers’ preferences by strategically appealing to their expressed or understood needs
Sales force automation (SFA)
This kind of customer relationship management (CRM) strategy can be referred to as a means through which customer service can be carried out and provided to an Internet business’s customer base in a more effective and directly targeted manner. The main benefit potentially provided through sales force automation (SFA) to the customer service area is toward cutting down on the time required and streamlining the process.
Carrying out sales force automation
Accordingly, customer services activities can be provided to a wider customer base and a smaller workforce can be used to provide the same proportion of services to a large customer base. Contact management systems are the main tool for carrying out sales force automation and both improving the quality of customer service and reducing the financial costs to Internet businesses.
Fair and non-deceptive practices
As a primary authority over the Internet business arena, the Federal Trade Commission (FTC) may be referred to particularly in the case of providing and, potentially, improving customer service standards. The implementation of either customer relationship management (CRM)-directed strategies or Customer Service Assistance (CSA) standards should take place under the infrastructure of FTC-enforced rules, which if violated can result in the Internet business involved being required to engage the services of an lawyer specializing in the related legal issues.
