A FRAMEWORK FOR EVALUATING WEB-BASED CUSTOMER CARE ALTERNATIVE

Abstract

Web-customer care framework, usually a 2 x 2 two matrix, with customer service options arrayed in four quadrants along two dimensions, is discussed. The purpose of the framework is to help identify current care mix in light of customer assistance and communication needs.  Using the framework, management can analyze the advantages and disadvantages of different web-hosted customer assistance alternatives in order to improve customer care efficiency.