.... Improving Customer 'Self-Service'

Two years ago, doing business on the Internet sounded like a good idea. Today, it's more than an idea: it's a reality. Businesses are making money, improving service, and reducing costs via the Web.

For the small business, doing business on the Web doesn't have to mean transactions or selling products online (though many are finding success doing precisely this). Instead, start by thinking about how the Web can create a "self-service" environment for your customers that can help you generate more customer satisfaction and build new business.    

Via your company's Web site, your customers can help themselves to information that makes doing business with you easier. They can get simple answers-your hours of business, driving directions, product and service lists-or more complex information, such as order status or customer service. They can provide feedback and interact with your company. And best of all they can do it 24 hours a day, 365 days a year-at your convenience, and at theirs.

There is more good news, too. Setting up an Internet site is amazingly easy--especially if your Internet Service Provider support FrontPage extensions. Microsoft® Small Business Server -- which includes FrontPage® Web site creation and management tool, an Internet Connection Wizard, and Proxy Server for a secure Web connection-provides all the tools you need to create, manage, and host your Web site, whether you choose to host it yourself or with an Internet service provider (ISP). And because BackOffice Small Business Server serves as the platform for line-of-business applications, such as your accounting and inventory solutions, you can easily integrate the information you gain from the Web into your "back-end" business systems.

For small businesses that differentiate themselves on personal service, fear not. The Internet does not mean an end to interaction with your customers. In fact, independent surveys show that customers prefer a "self-serve" approach, and your employees can add greater value by answering questions more important than "what time do you close today?"