Through the application of texting capabilities and social networking sites e-merchants have the ability to reach customers in ways not heard of before. Texting services allows e-merchants to reach customers in a more direct and immediate fashion than ever before. Text messages can notify customers of shipping stages, transactions delays, and notification of sales/specials.
Through social networking sites e-merchants can build a fan / customer base that is made up of loyal customers who are interested in company information such as new products, coupons, and special sales. E-merchants can deliver these items directly to the customer base which they already know is interested in their products.
The challenge of new technologies is in finding ways to make them work for the benefit of e-merchants. Not all technologies are easily applied to an organizations customer service programs depending on the type of service or product being sold.
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