Providing effective service and support to customer before, during and after sales has always been major challenge.
In economics characterized by sophisticated products, customer service and after sales service are a major cost for many firms, often accounting for more than 10% of operating cost.
But customer care has become even more crucial with the advent of electronic commerce, which has added a vast electronic marketplace in which companies must compete for online customers, who can switch an instant to their competitors.
The customer will be able to get effective and immediate help in any problems he might encoder with a product he purchased.
It is becoming increasingly common for manufacturing industries to tailor their operation to be more in line with their customer requirements than 15 years ago.
Certain company has responded with a new call center which integrates phones, E-mail, and chat system for communicating with online and offline customer.
Customers can across database or ‘smart’ manuals directly; this significantly cuts costs while improving the quality of service.
Some company has added Internet telephone capability to their customer support interactions because they found that their customers prefer a more personal types of communications to discuss their banking matters studies shows that such strategies do contribute significantly to improving a computer acquisitions or retention of online customer.
A customer may do product research and initiate an order online but pick up the merchandise and obtain after sales service in a physical outlet.
The advantages for consumers of having better coordination of after sales services may translate for the company into marketable value added or increased competitiveness.
After sales service of e-commerce
