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.
Meeting consumers’ high expectations can reap substantial rewards: shoppers who use social networks for customer service are three times as likely to recommend a brand after a successful interaction. Here’s how you can deliver fluid, user-driven customer service to boost both sales and loyalty
Direct-to-customer merchandise sales are skyrocketing. Whether you sell to consumers or businesses, your direct-to-customer sales will be a crucial part of future growth and strategy. Which is why we are inviting you to attend the only conference exclusively about ecommerce and catalog operations & fulfillment: the 2013 Operations Summit.
Best Buy has removed the email contact from its customer service page. The company says the decision was based on consumer feedback, but others feel like it was based on poor performance.
Even as the contact center continually evolves to handle new channels and greater complexity, improving the efficiency and productivity of your customer experience agents doesn
The holidays are upon us now, which means you
The obvious difference between business-to-business and consumer websites is the immediacy of conversion. B-to-b sales cycles are usually much longer, and often incorporate live salespeople and multiple decision makers.
Whether you use outsourced fulfillment or choose to run your fulfillment yourself, keep these three C
So just how do you make live chat work successfully for your company? We have nine tips to show you how to master the contact center art form.