One of the great strengths that the Internet offers to day is the wide variety of service channels that can be added to enhance your customer's experience.
With the endless problems and situations that arise that a manager needs to deal with, the use of the Internet to address many of these is becoming critical for a management strategy.
Think of being released to deal with the things that are truly important to a buisiness' success, rather than dealing with the minutia and small things that can be automated, and which a growing number of customers' prefer to access in that way.
You can of course have a great Frequently Asked Questions page that deals with those issues that are most commonly requested by your customers.
Setting up testimonial pages, autoresponder series or single response systems, among numerous other options, all add to the ease of use that consumers crave to be able to interact with.
Obviously all of your customers won't want to do business this way, but it is still essential that it be offered as service channels available at their convenience. It is becoming one of the more popular forms of customer service being offered.
Really, what it does is not replace customer service performed by employees, but rather releases them and frees up their time to be even more effective on the larger issues that need to be dealt with personally.
A great part of management is implementing systems while maintaing the importance of human contact. Keeping it all in balance will determine the winners in the years ahead.
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