eCommerce

The benefits that accrue to both consumers and business from the advent of eCommerce are numerous. For consumers, unprecedented convenience, variety, ease of shopping, and options are available from eCommerce. For businesses, increased consumer traffic, 24/7 availability, lower costs, and increased consumer demographics are just some of the benefits. So, too, consumers can now shop 24/7 from the privacy of their own homes. After a few clicks of a mouse and supplying valid credit card information, the product is shipped directly to the consumer. For businesses, the increasing number of consumers who prefer to shop via the Internet and eCommerce mean profits. The Internet market is expected to rise from $20 billion to $200 billion by 2004 (Emmett 10).

For consumers and businesses, eCommerce represents a new way of shopping, a new way of providing products and services, and a new way of enhancing customer-service relationships. All major airlines operate a Website where customers can order tickets, get prices, and transact business. For the sixth year in a row Continental Airlines was chosen as the top PowerRankings Airlines company among more than 619,000 consumers (Continental 1). There are a few reasons why Continental's Web site is considered number one among consumers. One is its ease-of-use, efficient design, and multiple options, "Continental's success is due in large part to the creation of a web site that off

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how such information allows businesses to understand consumer purchasing patterns which helps aid customer-service. There are numerous software companies busily at work trying to create solutions for eBusinesses that enable them to achieve their Internet and eCommerce goals. Building long-term profitable relationships with consumers is the key to company success. New software programs and Web site designs offer an integrated approach to customer communications. One such company creating this kind of software is known as eGain Communications. eGain Communications has recently unveiled eGain Inform, an "online, self-service solution that builds loyalty and sales by giving eCommerce customers rapid and convenient access to the information they need to complete a transaction" (Business 1). These kinds of solutions benefit businesses in two ways. First, they often greatly reduce customer services costs as the number of expensive phone calls, emails, or real-time Web communications are reduced. Second, there is an immediate gain in consumer satisfaction from the use of such integrated customer communications. As one executive who utilizes eGain Inform notes, "Empowering consumers to access the information they need, frees up t

Category: Business - E