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In Offshore Business Process Outsourcing, the more traditional methods of customer support are done offline, either on the phone or in-person, but more recently with the influx of technological advancements, the business world has become increasingly remote, losing most of the personal nature of communication. Current interactions are hardly ever done face-to-face anymore and this changes the nature of customer support. Because its inherent nature is different, online customer support includes elements that aren’t necessarily required of the more traditional methods. The websites used must have easy instructions regarding how to place orders or to send back returns, and there must be a way for questions to be answered. Automatic response emails have to be sent to confirm emails or answer questions, and security should be enabled so information entered by customers does not get shared to others over the internet. Online customer support needs a website that is easy to navigate and that is designed in a way that is user-friendly and welcoming. One of the most challenging tasks is to personalize this now impersonal interaction so customers feel welcome and encouraged to revisit the site. For more on Offshore Business Process Outsourcing, go to http://www.icustomerserviceoutsourcing.com.