The answer man

Article Abstract:

America Online maintains an extensive and rapidly growing staff of technical support and customer service representative at their headquarters in Oklahoma City. A total of 1,256 employees handle a volume of 18,000 calls each day, helping clients with a range of problems. Most of the problems tend to be basic ones, and representatives are taught to expect callers with little or no computing experience. Each of the tech support reps has a computerized customer file, a sheaf of documentation for the most common software programs run by customers, and a calm demeanor that emphasizes both problem solving and making the customer relax. Besides the Oklahoma City facility, AOL maintains a total of seven domestic and foreign call centers.

Specialized Telecom Services, Wired Telecommunications Carriers, America Online Inc., AOL, Online information services, Information services, Customer service, Information services industry, Internet/Web technology, Online information service

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Person to person

Article Abstract:

Person-to-person electronic commerce is rapidly growing, as individual users increasing are buying and selling goods to one another. Internet users are using anything from Web bulletin boards to carefully monitored sites to advertise anything from baseball cards to the season's hottest, and hard to find toy. Usenet, a text-only section of the Internet, is an extremely popular place to buy and sell goods. Also popular, are on-line auction sites, such as eBay. These Web sites thrive because they provide a structured environment for on-line buying and selling. EBay also provides tools to aid consumers in their shopping quests.

Market information - general, Internet, eBay Inc.

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Lessons learned

Article Abstract:

On-line retailing has been around a relatively short time, however enough businesses have succeeded or flopped attempting it, to begin establishing guidelines for what works on the Web, and what does not. Amazon.com has found a successful formula; selling in a small but profitable niche of a massive real-world market. Many companies are feeling their way along, as they experiment with what works on the Web. Electronic commerce appears to be compatible with buying and selling software. Successful on-line software sales are what drove Egghead to close all of its stores and move the company entirely on the Web.

Services information, Management, Amazon.com Inc., Internet/Web overview, AMZN, Egghead.com Inc., EGGS

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