OnlineSupport
OnlineSupport refers to services and technologies used to provide customer assistance via internet channels. It includes live chat, email, social messaging, knowledge bases, self-service portals, and remote support tools, covering both real-time and asynchronous inquiries often linked to a customer relationship management system.
Core components include live chat interfaces, AI-powered chatbots for triage, ticketing systems, searchable knowledge bases, forums,
The concept developed with the growth of e-commerce and enterprise software, moving from email-based support to
OnlineSupport is used across industries such as retail, software, telecom, and finance. Benefits include faster response
Organizations should plan channel strategy, security and regulatory compliance (such as GDPR), scalability, and integration with