Devoted to customer service and the principles of exceptional customer services

Just because you have an online business doesn't mean you can hide behind your computer and not deal with customers!  This was my first thought after reading Tom Vander Well's post, Internet Businesses Need Customer Service Too!   Tom offers some helpful tips that I recommend every online business owner should read - especially if you're a newbie. Here are two other online customer service tips I gave awhile back. 

If you're working on improving the online experience for your customers, consider a study released recently that produced these findings:

• Content quality and the ability to find information remains a top concern for consumers: 74.5% indicate that they use a company's web site to get information about a product or service, but only 44% of consumers surveyed felt that the information met their needs;
• Only 38.9% of the surveyed companies say they're currently able to provide a powerful advanced search function to their site visitors. In addition, 31.2% say they specifically plan to implement enhanced search in the future;
• 97% of companies surveyed plan to make future investments to enhance customer's ability to find the service information they need, with content enhancements topping the list; and
• Less than 20% of companies provide a form of escalation through live chat to help customers during their shopping experience.

(Source)