Interesting article from this month's CRM Magazine on some best practices by e-commerce sites.  The article quotes Forrester Research analyst Sucharita Mulpuru who shares her thoughts on live online customer service.  The article states, "Live help is what people want when serious problems crop up, and the Internet provides the means. While chat windows were popular in the first wave, integrated VoIP is replacing them in many cases. "Click to callback is gaining momentum. Chat is nice, but customers prefer in-person experiences. Click doesn't force you into IVR hell," Mulpuru says. Macy's, Amazon.com, and Gerber are some of the better known early adopters of this technology."

The article also includes a list of e-commerce do's and don'ts:

DO's:
DO think about your e-business as a business, and apply the same discipline.
DO use customer data to give each individual a personalized shopping experience.
DO provide as many payment options as your customers need.
DO make your transaction process easy and smooth from home page to checkout. Failed transactions are money in your competition's pocket.
DO be prepared to change your business rules and processes to meet emerging trends.
DO integrate online and offline channels, taking advantage of the best features of each.

DON'Ts:
DON'T treat online customers as second-class citizens. They're not your warning system or guinea pigs.
DON'T rely on new technology as a panacea. Tools don't improve performance by themselves;wise use of
them does.
DON'T compete on price alone. Convenience and selection often have greater value than a coupon.
DON'T rely on automation and self-service exclusively. Sometimes, customers are people who need people.
DON'T wait for customers to find you.