4 Talking to Your Customer Typical communication between a company and its customer is done either via normal mail, a phone call, or email. Although in theory this is very effective, it is possible to offer customers even better service by offering direct communication through online chats, for example. The advantage of online chat is that customers are able to help each other without contacting the company, just as in newsgroups. Next…..
5 As many customers are likely to have the same questions, it is a good idea to offer FAQ pages, where most simple questions can be answered. But since more complicated questions cannot be answered through a static Web page, it is often necessary to walk through situations, such as installation, with the customer. By offering the customers a dedicated chat group, it is possible to deal with more customer requests at the same time. Online chat offers written communication in real time, but in order for it to succeed, it is necessary to obey some rules and to implement them in a standard way. This reduces the overhead for learning how to use these new technologies and does not require any additional software installations on the computer of the customer. Next…..
6 If other software is required, it is necessary to give a detailed description of where to download and how to install the software. The easier it becomes for the customer to access this form of direct communication, the more success it will have. Implementing a bad solution (e.g., one that it is too complicated or takes too long to download) will increase the number of unsatisfied customers. Direct communication via chat or newsgroups requires the company to think about new communication standards. As the responses are very direct, it is necessary to ensure that only qualified people are answering the questions. If they can't, a standardized process is implemented, which allows end customers to track questions being passed from one department to the other.
7 Online Meetings Internet Telephony Video Conferences Real-time Applications (Internet Chat)
8 Problems with Real-Time Applications As connection speed increases, more and more people are able to redirect phone calls to the Internet. The obvious reason for Internet telephony is to significantly reduce the cost of long distance voice communication. Video conferencing, application sharing, and whiteboarding are just a few of the applications that are already accompanying real-time voice communication over the Internet. More advanced systems hook up the telephone with the computer, which in turn is connected to the Internet. More simple solutions require some speakers and a microphone for the communication. Next…..
9 The Internet was not designed with real-time capabilities in mind. Its basic idea was to maintain service, even when some of the servers dropped out; therefore, stability was more important. In order to make phone calls over the Internet successful, a certain bandwidth needs to be guaranteed; otherwise, the call will be interrupted. Email does not require a guaranteed bandwidth; the connection can even break down. The email server will just send out the email whenever the connection is back up again. The same is true for Web pages. If connections slow down, it will take longer for the Web page to be loaded- but if you are in the middle of a conversation, this is not desirable.
10 Internet Chat Internet Relay Chat (IRC) Java Chat Rooms Virtual Words Internet Newsgroups Digital Communities
11 Internet Relay Chat (IRC) To get online, you need to choose an IRC server, a nickname, and a channel where you want to meet other people. Everyone on the IRC network is able to open up a new channel just by entering a name. Some channels are focused on one topic, other channels offer a more generic platform for people with the same interests. Channels with names like #bawel or #indonesia have been designed for Indonesian. As the topic is too general, these channels are crowded; often more than 300 people are on the channel and communication is almost impossible. Most successful channels range from 2 to 30 people, which makes it possible to participate in an ongoing discussion.
12 Source : Amor, Daniel (2002). The e-Business (R)evolution. Prentice Hall. PPT for Chapter : 9