im in montreal
e-service is one aspect that can improve usability and set it apart from other businesses in customers minds..with all the options that customers have good customer service is not something a consumer hopes for but demands thesesdays.
E-service allows both the business and the consumer to save time and money, it might be expensive to implement at firsts but such an expenditure is expected with any business improvement. When its set up customer service will improve.
You can learn about your customers through information exchange.
Thus provide a personalized service
It can include any assistance before after or during a sale.
Synchronous e-service:
allows customer to chat in real time with merchant, making it highly personal but it may require more bandwith more learning and more hardware and it might not work on everyones system
Chat systems:
similar allows customer to chat with a rep or others about problems
Telephony:
transmits voice over the net but can be limited by lamos on 56k etc
Co-browsing:
allows merchant tech supprt etc to control users browsing during a live session, recent stats say 60% of shopping transactions are incomplete because do not know what to do or cant get questions answered, you can help them byu using co browsing software a product by webline offers this.
others are email, forms client accounts, profiles,faq's,knowledge database, html based help, communities, surveys, feedback
for crm is a bit different like establishing new customers and improving value to those you have, generating repeat business, data mining
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