‘The Need for Speed in E-Comm Customer Service’ – ‘Website Magazine’ Article
Allison Howen says, “Retailers must cater to the customer across touchpoints in today’s omnichannel world – offering impeccable and efficient customer service wherever the consumer chooses to interact with them.
In fact, the e-tailing group’s Mystery Shopping Study sheds light on the impact of efficiency in e-commerce, revealing that roadblocks (like delays) can result in abandonment, lost sales and missed customers. In addition, the study provides insights into how top retailers are creating efficient shopping experiences for their customers, focusing on two areas – the checkout and logistics”.
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