Ecommerce products require excellent customer support. Customer Support needs may include:

• billing support
• user manuals
• instructional videotapes and DVD's
• FAQ (Frequently Asked Questions) lists
• help desk support
• returns handling

Call centers have been a tradition source of ecommerce customer support. Websites can provide some customer support information. The product website can include:

• manuals
• contact information
• product FAQ's
• product demonstrations
• user groups/blogs access
• sales announcements
• contests
• testimonials and peer reviews
  

Ecommerce call centers can also provide:

• CRM (Customer Relations Management)
• save-the-sale
• upselling