Lending a Hand Electronically.

Recognizing that many companies in the marketplace do not have the time or resources to develop, deploy and manage an entire customer support strategy and team, eSupportNow takes on this challenge.

From plaid golf pants to a Ricky Martin CD to a can of fuchsia paint, every purchase should be an experience that customers find fascinating and fulfilling. At Nordstrom's, a store known for its top-notch customer service, the elements of a transaction can enhance the adventure of shopping. Music, decor, and the excitement and community of other shoppers help set the mood for purchasing the ultimate gift for oneself or for a loved one.

Today's customers are aware of the Nordstrom's gold standard. They expect to be treated with care. When a salesperson asks, "May I help you?" he or she invites all of the questions the customer needs answered to become completely comfortable with the transaction. The personal connection established in the moment gives a shopper a good feeling about where she has chosen to spend her money and where she may likely spend again. After a less than perfect shopping experience, the salesperson can help soothe the customer, by apologizing or offering on-the-spot redress to restore her faith in the store, the brand and/or maybe the product itself. After a successfully completed transaction, the salesperson hands over the customer the item, carefully wrapped in tissue with a reinforcing smile.

There's no question that Internet shopping-- 24 hours a day, seven days a week from any location with a computer--is more convenient. But consider the typical Internet shopping "excursion." It's often the end of the workday, when many stores have already closed, it's dark outside. Internet shopping is often done alone in an office or cube. Web sites can be difficult to maneuver. Many shoppers could click in circles, through a digital revolving door, without finding a desired product or the proper next move in the buy process. Typically, there is no one available to answer a question. The only sound is the click of the shopper's fingers on the keyboard. After the final "Buy" button is pressed, the sole acknowledgment is a screen message: "Your order has been processed."

Competition is tough in the e-commerce space, to say the least. As of 1999, about 700,000 e-commerce sites were up and running, with 1.2 million predicted by the end of 2003, reports International Data Corp. The medium makes competition even tougher. Customers don't have to walk the length of the local mall to find a competitor's shop; they can just click onto www.yourcompetitor.com.