Long-distance customer care flawed online

Carmichael, Matt
November 1999
Advertising Age;11/29/1999, Vol. 70 Issue 49, p62
Trade Publication
This article focuses on the Web site of customer service provider MCI Worldcom Inc. Customer service on the Web has amazing potential. When done right, customer service can be invaluable and provide warm customer relations. However, if service is done wrong, such as MCI Worldcom page, it can frustrate consumers to no end. Firstly, the registration process at the site is confusing since it does not offer confirmation of either success or failure of the process. There is also no phone number to allow customers to call customer service agents. Finally, the consumer affairs page could not be found.


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