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So how did over 230 of the leading merchants fare during the 2013 Cyber Monday? This report analyzed retailers response to shipping and delivery timing, free shipping, promotions, returns and customer service.
Leading retailers including Zappos and Old Spice are known for their online videos, but more often than not, brands are missing out on this critical element of their content strategy.
U.S.-based ecommerce merchants who are not ready to sell internationally need to get themselves ready for global sales.
Shopatron has unveiled a Customer Care Suite which includes a new set of APIs available within the Shopatron Developer applications, and a new sophisticated Customer Care Interface.
Recognizing that demanding, tech-savvy customers’ omnichannel expectations don’t end at the point of purchase, Shopatron launched the two platforms to complement its revolutionary order management technology, allowing retailers to intelligently manage the customer experience anytime, anywhere, and by any authorized user.
The Shopatron Customer Care Suite gives retailers the power to intercept customers at any channel–whether it be in-store, online, or at a call center–arming every associate with layers of order information to influence customer interactions. The advanced solutions support unfragmented information sharing that makes it easy for agents to create meaningful connections with customers, improving loyalty to increase sales and improving operational efficiencies to reduce costs.
The Shopatron Customer Care APIs give developers the freedom to plug Shopatron’s comprehensive backend capabilities into a retailer’s point of sale or customer care system of choice, giving users visibility and management of detailed customer and order information.
Furthermore, the refined Shopatron Customer Care Interface and its new user-friendly design connects any agent on any device to a streamlined, branded front-end, granting convenient access to review and modify order data contained within the patented Shopatron Order Exchange.
The new Customer Care Suite management tools promote exceptional customer experiences by allowing retailers to:
• Share detailed order information across channels to improve responsiveness, increase time-to-resolution, and enable customer appeasement and upsell strategies
• Provide store associates, call-center agents, and supervisors with uninterrupted access to Shopatron Customer Care functionality
• Leverage an intuitively designed web-based dashboard accessible from any device, to offer customers a personalized level of service that drives business value across all touchpoints
• Launch in-store save-the-sale functionality by empowering store associates to capture a ship-to-home or in-store pickup order through an API connected POS, in-store kiosk or a web enabled tablet or mobile device
• Integrate omnichannel customer care into a third-party call center quickly and inexpensively through flexible, cloud-based API integration
“Today’s shoppers crave seamless, cross-channel customer service experiences as much as they crave a seamless, cross-channel shopping experience,” said Shopatron Founder & CEO Ed Stevens. “Shopatron’s Customer Care Suite can instantly transform a retailer’s customer support center from a siloed operation with limited functionality into an extension of its physical and online stores. The new tools prime every customer-facing representative with resources essential to turning support channels into sales channels.”
Express saw an increase of 14% in its ecommerce sales in the fourth quarter of 2013 over 2012. For the entire year, the retailer reports a 25% increase in ecommerce sales over 2012.
ChannelAdvisor announced the launch of its new Digital Marketing solution which integrates its feed management and bid management capabilities, including paid search campaigns, Google Product Listing Ads and other advertising channels, from affiliate marketing to social media.
Men’s Wearhouse and Jos. A. Bank announced that the merchants have entered into a definitive agreement in which Men’s Wearhouse will acquire all of the outstanding shares of common stock of Jos. A. Bank for $1.8 billion. Together, Men’s Wearhouse and Jos. A. Bank will have more than 1,700 stores in the U.S., with approximately 23,000 employees and sales of $3.5 billion on a pro forma basis.
Overstock.com announced that it has sold over $1 million in product to Bitcoin users since the online shopping site started accepting the cryptocurrency on Jan 9. According to Overstock.com, of the over 4,300 Bitcoin customers that made purchases with the site since January, almost 60% are new customers.
Home Depot has announced that Craig Menear has been named the U.S. Retail President. In his new role, Menear will add responsibility for all of Home Depot’s U.S. store operations, with Marvin Ellison, executive vice president, U.S. stores, reporting to him.
Chico’s FAS ended its fiscal year with flat net sales, and was hurt by a 6.4% decrease in fourth-quarter sales, the retailer said in its earnings release.