E-business services use modern technology to increase productivity, effectiveness, and customer satisfaction. They include digital communication, online customer service, and billing/payment tasks. Third-party e-business service providers specialize in building and implementing key e-business services.
An e-business service is the process of using the latest technology to provide customer service and help a business run more efficiently. The service can be initiated by a primary business of any size or can be funneled through a third-party e-business service provider. Simply put, an e-business service uses modern technology to increase productivity, effectiveness and overall customer satisfaction.
Online customer service is becoming more and more common in the general market. In the not too distant past, corporate customers had limited ways of communicating with a business when a customer service issue arose. Previously, the most common means of contact, whether it was an in-person visit, a printed letter, or a phone call, often proved frustrating due to the time-consuming nature of each activity, particularly when dealing with large companies with multiple employees and departments . The e-business service, which includes digital communication such as email and online contact, has made communication much more flexible and has helped streamline the process of companies dealing with customer concerns.
While some companies provide their own e-business solutions, others use the services of third-party e-business service providers. Also known as EBSPs, these companies specialize in building and implementing key e-business services. These may include social media management, online bill payment, and online customer service platforms. An EBSP may be tasked with fully managing all e-business services for a company or may be tasked with managing some technology in an effort to help the primary business run more smoothly.
At a minimum, most e-business service options use email or an online form on a company’s website to provide customer support. Other methods of e-business services, however, extend to live online chat platforms, online discussion forums, and can even include social media sites that encourage regular communication between the public and a particular company or brand. However, not all e-business solutions are customer service oriented. For example, inter-office messaging and video conferencing can be used to help key employees maintain the highest levels of corporate communication.
In addition to employee communication and customer support, other e-business service options can also streamline billing and payment tasks. The ability to transmit and accept payments online, as well as providing 24/7 access to account management details, greatly reduces the amount of human energy traditionally applied to these activities. Using e-business tools for these important matters increases productivity levels by streamlining processes that were once much more labor intensive.
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