The Mark Group-A 50-Year Legacy of Service (1,709 words)
Another direct impact of the Internet is the ability to use e-mail as a customer service tool. "Our CSRs also now respond to customer service questions via e-mail," Bryant adds. The company prides itself on the fact that it responds to any customer e-mail within one hour. Additionally, he says, "We give order confirmation, real-time notification of shipment and return-receipt acknowledgement to customers for whom we have e-mail addresses. With Boston Proper, we also send special offers via e-mail to bring people's attention to new products or events."
Off-line or online, the bottom line, says Miller, is this: "We will continue to serve our customers through whatever means they are comfortable with."