Some companies view customer service as an “extra” that they provide to shoppers. These firms need to reconsider their approach.

In a 1to1Media report sponsored by Oracle: “we outline best practices for providing ‘a little extra service’ that saves your company money and drives high customer satisfaction at the same time. First, we discuss the Web self-service foundation needed to funnel the right questions into chat and E-mail support. Second, we detail live chat and E-mail management support strategies. Finally, we share practical next steps for getting started.”

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