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Old January 7, 2012, 07:02 AM
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sswilson sswilson is offline
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I took away something different from the article than the major problem being poor CS... for me the article spoke to a broken inventory system as being the biggest problem. Online shoppers expect the inventory database to be close to realtime (let's say within 2 hrs for in-store stock quotes), and (IMO more importantly) they expect a transparant system which informs customers immediately about any problems with filling an order.

Any online business which cannot either ship a product, or respond about availability (under normal circumstances) within 5 business days will not be getting any further business from me.

CS for problems is easy peasy... first up, folks want to know that you understand what the issue is, and secondly folks want to know what you're going to do about it. Don't make me jump through hoops, or make vague promises... if you have no intention of doing anything, just tell me that and I'll decide where to go from there.
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