(1). Access to customer service – most online business, including provides access by e-mail only. Access can be enhanced by the provision of a telephone number, preferably one that is toll-free. However this is not practical for many businesses because of the time difference between different countries. Where e-mail is the only means of contact, it is essential that they be answered promptly, courteously, and in detail. It is also a good idea to provide a contact form on the web site so as to allow the customer to make inquiries more easily. More specialized third party customer service modules are available where a support ticket system is used. Another possibility is the use of the live chat system which is essential a variation of ICQ where the customer and merchant can communicate in real time.
(2). Timely and Quality Service – when delivering products or services, it is essential that it is done in timely manner. Products should be packed in a presentable manner and sent off promptly. Where services are involved such as web site design, it should be done in a professional manner with the input of the customer.
(3). Contact with customers – online businesses should make every opportunity to contact their customers. The customer should be notified once an order / service has been completed. They should be encouraged to give feedback and also join the mailing list of the company.