eCommerce Customer Service
Customers that use more than one channel to shop are shaping up to be the most valuable kind to target. For one, those that use multiple channels have a 30% higher customer lifetime value than those who use just the one.1 But asking yourself what channels you should be using is only the tip of…
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Data has become an invaluable resource for CX leaders who want to achieve peak customer service performance. After all, 60% of companies that proactively use CX metrics saw their main CX metric climb year on year.1 And luckily, you don’t have to move mountains to find the data you need to drive effective change. However,…
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Excellent customer service isn’t an option. It should be central to your business strategy. 77% of customers will recommend a company to their friends because of a positive customer experience. An even larger 86% of customers have stopped buying from a brand because of a bad experience. Quality customer service isn’t just about solving problems.…
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It’s often said that a company is only as strong as its people. Though many things have changed in eCommerce, from how products are delivered to online technology, this hasn’t changed. With eCommerce revenue at an all-time high, reaching £129 billion1 in 2021, customer expectations have skyrocketed. So it’s more important than ever that eCommerce…
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The eCommerce peak season can be a make-or-break time of year. To get ready, businesses will start scaling up their supply chain and distribution and delivery to get prepared for increased demand. With good preparation, businesses can capitalise on the increased peak season sales — or, without it, get buried under a deluge of customer…
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Good customer experience is crucial, but it’s not always simple to understand how to achieve that. However, with businesses that focus on improving customer experience reporting as much as an 80% increase in revenue, it’s something to take seriously. 1 So, how can you avoid customer service issues in eCommerce? This article will detail four different…
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The Secret is Effective Customer Service During the holiday season, eCommerce sites come up with creative campaigns to make the most of the increased flow of consumers. Businesses have to engage with fierce competition to offer special discounts and high value to the customers in order to thrive. Many companies plan their holiday marketing strategy…
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Black Friday is a hugely important day for any eCommerce business. In part due to challenging economic conditions, consumers are looking for deals — with almost 75% of UK consumers in 2022 saying that they will purchase more gifts over Black Friday and Cyber Monday than in previous years. And 2023 is expected to be…
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eCommerce being here to stay isn’t a surprise to any business leader. Neither is the fact that it’s only set to grow. If retail eCommerce continues at the same trajectory it has been over the last few years, global sales are set to hit over 8 trillion dollars by 2026. And customer service will be…
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A year on, we’re still seeing the after-effects of the pandemic — every industry has been affected in a different way and many are still having to adapt to the changing circumstances. The eCommerce industry is one of the industries that has had to quickly adapt to the very rapid changes that have occurred over…
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