And Tarter notes that the reverse is also true--good phone support does not necessarily guarantee good Web support.
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The opinions expressed in this commentary are solely those of Jill Tarter.
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"Everyone gets a fresh start with the Web, " Tarter says.
"Delivering good support on the Web is an enormously difficult problem that often involves thousands of documents, complex navigation and search tactics, and an unusually demanding customer base, " Tarter says.
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