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Someday, somewhere, somehow, every retailer will deliver a bad customer experience. Products disappoint, a customer service representative has a bad day, ordering snafus occur; it happens.
Content is key in order for merchants to improve both search engine optimization (SEO) and the shopping experience.
In this infographic from ExactTarget, you will learn all about the various types of “complainers” found on Facebook and Twitter and exactly how to respond to them.
Research shows that 77% of online shoppers use ratings and reviews when making purchase decisions, and 70% of online users trust consumer opinions posted online.
When faced with multiple products, the time it takes for a shopper to make a purchase decision between them is usually three to seven seconds.
With U.S. ecommerce sales surpassing the $200 billion mark and projections of continued double-digit growth, it is increasingly important that multichannel retailers develop a process to integrate these channels and manage fulfillment efficiently and effectively. However, many retailers are busy on the front end optimizing their websites and stores.
Even with the rise of IP-based messaging apps such as iMessage, WhatsApp and Just.me, SMS remains ubiquitous largely because of its interoperability. It doesn’t suffer from the device and operating system fragmentation that beset the messaging apps. So, even though the IP-based apps are expected to catch up with their older cousin this year, SMS […]
A recent study by Flurry showed that consumers’ use of various apps have increased by 132% over the course of a year.
More merchants are monitoring social media in the contact center than offering live chat, according to the results of the MCM Outlook 2013 survey. According to the survey results, 46.5% of respondents are monitoring social media in the contact center, while just 21% are using live chat technology.
Ken Burke of MarketLive and Laura Hnatow of Cuddledown talk about some of the ways Cuddledown and other merchants are making their sites more user-friendly and more social. Burke and Hnatow spoke with Tim Parry, senior content manager with Multichannel Merchant, at NEMOA directXxchange in March 2013.
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by Aaron Beach
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by Eido Gal
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