Absolutely. The internet bubble imploded back at the turn of the century simply because 999 out of the 1000 'ground breaking' companies had no idea of how important the concept of 'customer service' is.
Arguably, too many of those operating e-businesses still don't 'get it' i.e. the importance of having a means where customers can actually speak to a human being, and even more importantly, a human being that is properly trained and capable of providing that personal connection and addressing the needs of the customer ON THE PHONE.
As archaic as this idea might sound, anyone operating a business via the internet MUST build a customer service component into the business model. OK..it costs more...OK...lots of people are getting the hang of shopping carts, click to buy...yadayadayada...and just as many people are being reluctant to do exactly that because of internet security concerns. And don't discount those concerns..for every story you ready about identity theft, there are thousands..yes thousands more that go unpublished.. After all, which website or credit card company wants to publicize the fact that ID theft is a big big problem?? ...Anyway, getting back to pay per call...duh!...I'd much rather pay $1, or even $5, or depending on the price of what I am selling, $10 or $20, for the opportunity to get a trained salesperson on the phone with a customer and close the deal...as opposed to paying .25 or .50 cents to lead someone to my website and hope to God they actually make a purchase.
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