Customer Service: e-business best practice
that are customer-centric and focus on
outstanding customer service!
SiteSell
A wonderful example of an e-business best practice on Customer Service is the Canadian company SiteSell. It's founder, Ken Evoy, has truly internalized the meaning of the word "customer-centric", and the rest of the company is singing in tune...I've come into contact with when I bought Mr. Evoy's e-book on Internet Marketing, "Make Your Site Sell" (2002 version), which sheer volume (over 800 pages) is complimented with additional booklets on product quality, stores and traffic. The wealth of information took me by surprise (I payed a mere $20). I sat up and took notice.
Much later, through a hard drive crash, I lost the e-books that were installed on it. So I called upon their support department if they could help me out. They immediately sent an e-mail confirming the receipt of my request and that I may expect an answer within 4 to 6 hours, 12 hours outside business hours. If you have any comments on the support process, these will be reviewed and answered by Mr. Evoy himself (CEO of the company).
Within 30 minutes or so they replied me with full download info, although I couldn't provide them with complete order information, as that was lost in the crash too! I was delighted, and decided to send a big "feather in the hat". Although I didn't expect it, I received a pleasant thank you note from Mr. Evoy. Here's a man who takes customers seriously!
Their site doesn't just provide product info and benefits, but they move heaven and earth to prove the claimsthey make. For example, for their flagship product Site Build It!, in my opinion one of the best web site building tool, hosting and marketing solution for small businesses (also used for the site of yours truly!), they posted the results of many sites built and hosted with Site Build It! Each one of them can be considered an e-business best practice, as they are connected to every sites lifeline, Traffic.
SiteSell has made a life decision to deliver quality products and support, and they sure won me over with it! And I'm not the only one to think so. More background on why others consider this an e-business best practice can be found on www.mikino.com . Sitesell is truly an e-bussiness best practice, and helps others succeeding at it. http://www.sitesell.com/
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