Making and Saving money with Web based customer support
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It's a generally accepted fact that it's five times more expensive to get a new customer than it is to keep an existing one. There is more to growing your business on the Web than just attracting visitors to your Web site. Customer needs must be met, this means a serious commitment to service.
Do you know anyone who likes to be kept on hold for half an hour? Customers measure your interest in keeping them as customers by the quality of the service you provide. They need to know you care enough about them to provide real support when they have problems.
This is a truth of the modern marketplace--ignore it at your own peril. Customer support spells the difference between keeping a customer base and losing it to a competitor.
To determine how much to spend on your Web based customer support function, first, consider your current budget for all customer support. Estimate what proportion of your customers are likely to have Web access in the next year or two...