Online customer service needs to improve

BUSINESSES that are involved in e-commerce need to improve customer service levels to make an impact on the marketplace, says Sybiz managing director John Krokosz.

“It’s exciting and easy to get into but a lot of players will fall away,” Mr Kroksoz said.

“Electronic commerce is something almost anyone could try but businesses that endure will embrace a more sophisticated approach to quality control and support services.”

Mr Krokosz said personalised back-up calls to ensure the satisfaction of clients was a simple measure e-businesses could employ to stand out from the throng.

“You have to ‘complete the circle’ to make it worthwhile for your customers,” he said.

Mr Krokosz said the three crucial factors for ensuring repeat visits to websites were attractiveness, accuracy and being up-to-date.

“People want to be able to up-date their system, if not hourly, then daily because prices, products and product specifications all change frequently,” he said.

“People need access to up-to-date stockholding because the world is their marketplace and it’s open twenty-four hours a day, seven days a week.”

Sybiz have been manufacturing versions of the Australian-designed Sybiz Vision accounting system – the first Windows-

ready accounting software – in South Australia since 1977 and recently added VisionNet to give users the ability to operate over the Internet.

Product or price changes made in Sybiz Vision are automatically reflected on the Internet through VisionNet. Web pages are created dynamically so that file maintenance and data export is not required.

The system automatically advises users when the company is down to minimum holding and requires new stock.

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