Customer Service: Instant Information Is Not Enough
Since electronic commerce became all the rage two years ago, most of the buzz has been about selling products online. But for long-distance phone carrier MCI Communications Corp., the focus was elsewhere: on delivering customer service over the Internet. Now, MCI customers with PCs can monitor their accounts and pay their bills without so much as licking a stamp. By early fall, they'll be able to click an icon to get a service representative to talk with as they continue surfing the Web--assuming they're a good customer, that is. Since MCI's sophisticated system identifies the caller in seconds, big spenders get help within three rings, while penny-pinching carrier-swappers must wait until after priority customers get the first-class treatment.
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