Michael Moseman, Director, Customer Contact Center at Brooks Brothers, got candid with Multichannel Merchant and discussed how he uses social media on a day-to-day basis, what merchant he thinks is mastering the art of customer service right now, and some other things you may not known about him.
With millions of Americans logging on to social media sites like Facebook and Twitter multiple times a day, it has not only become one of the most popular ways to keep tabs on friends, but also a place to gripe about negative experiences with brands. However, retailers can turn those moans and complaints into rave reviews by using these simple tips.
Innotrac has released the findings of its SmartHub Holiday Promotions study which tracked the entire ecommerce experience from ordering, to shipping, packaging, customer service, and returns through the eyes of the customer.
While big data might seem like it generally falls into the silo of the marketing department, more and more merchants are finding out that not only is it just as beneficial in the contact center, but it could also give you an edge against your competitors.
In the weeks after the holidays, many retailers simply resign themselves to sluggish traffic and anemic sales totals. The good news is that it doesn’t have to be that way. Although you may not be able to replicate the fever pitch of the holiday shopping season, with the right strategy in customization, fulfillment, customer service, and discounts, you can stimulate retail activity and avoid the post-holiday blues.
But despite the best efforts of retailers, if Mother Nature throws a wrench in shipping plans there is little that can be done to control the last mile of the online shopping experience. Here are seven tips for customer service teams that need to communicate a delay in shipping to customers.
QVC had the highest score in contact center customer satisfaction with a score of 88. QVC beat out Amazon, Costco, O’Reilly Auto Parts and PetSmart which each saw a score of 85, according to the recent ForeSee Experience Index: 2014 U.S. Retail Edition.
Though Bare Necessities ships via FedEx and UPS and uses both shippers’ last mile services with the United States Postal Service, chief operating officer Bill Richardson told Multichannel Merchant the majority of packages it shipped that had not arrived on time were being carried by UPS.
Many online retailers are discovering the role video can play in enhancing their customer service program, while also helping reduce costs in this area. Here are five ways you can incorporate video into your website to strengthen your customer service, and avoid having small issues flare up into major PR and social media nightmares.
Customer satisfaction is a huge issue for online retailers, especially during the holiday season. In this video interview, StellaService CEO Jordy Leiser talks about his company’s Thanksgiving Weekend findings.