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In using a semi self learning robotic device beside your costomer serviçe group.
There could be several ways, it could be through Twitter, Facebook, WhatsApp or I thing more effectively you can create chat room at your website too, which is more effective way I believe. However, you can develop an app too to get connected with your customers too.
By doing, " C hating" with the " Customer", and , regularly updating , the new , product, and explaining , the product details, through " Face book", and " Twitter".
I think this question is already posted by Ms Lana Oudeh. The question seems fuzzy, but I think to build an efficient online support is just to have the basic customer service but of course by giving out superior support even if it is online. In my two years experience as a Technical Support Representative Chat (Non-voice) we always sets high expectations with our clients by giving out excellent support. It's not that easy handling a customer over chat since communication is very tough from customers get disconnected due to network/internet connections. It is very important to know or understand your product or even reviews to be sure to answer your customers needs or in giving out the exact step-by-step procedure by leaving a good trail after or before you will get disconnected from each other.
