The Challenges of Online Customer Service

Check out Ramon’s article on A few days before Valentine’s Day, I was shopping in Lord & Taylor for some clothing for my wife. I enjoy a lot of things, but one thing I really hate doing is shopping for clothes in a store. Thankfully, a Lord & Taylor sales associate was there to help me find the perfect item for my wife. Without the associate’s help, I probably would have walked away with nothing.
While in-person customer service is one thing, how do you provide good customer service online? How can you provide customer service to customers you can’t see, might never talk to and in fact may only have their email address?
Before you consider the tools for your online customer service needs, consider the people part: your employees and your customers.