Internet Retailer: Online customer self-service broadening to more functions
Internet Retailer: At CircuitCity.com, better customer service means longer hours
Internet Retailer: With customer service, good talkers aren’t always good writers

Internet Retailer published a troika of interesting stories on online customer service. Among the many things being learned in the e-commerce industry:
- Many star customer service agents on the telephone fail miserably online, as they prove to be poor writers.
- Both consumer and B-to-B firms are taking much of the load off of customer service people by adding functionality to sites, allowing customers to conduct searches and even complex wholesale orders.
- Night hawk shoppers and more diverse time zones are forcing customer service departments to operate around the clock, answering questions with deep expertise late into the wee hours.