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Customer Service ARCHIVE

Supply Chain Execs from Across the Globe Plan a Customer-Centric Focus  Nov 20, 2013 2:56 PM By Erin Lynch

While merchants have been putting forth most of their efforts into creating a customer-centric approach in the contact center and the warehouse, the top initiative by executives moving forward is to also create a customer-centric supply chain.

These Retailers Provide the Best Return Experience for Online Orders  Oct 04, 2013 11:00 AM By Jordy Leiser

As we migrate further online for all our shopping needs, the returns process becomes increasingly important. But not everything is as easy to return as a pair of jeans. Here’s a look at the quality of return processes among online retailers, as analyzed by StellaService.

My Teleflora Experience  Oct 02, 2013 11:21 AM By Daniela Forte

I recently had to order flowers online for a wake I was attending, and after the order was all said and done, I realized I had forgotten to put everyone’s name on the card.

Blurred Lines Between Marketing and Service Mean a Better Customer Experience  Aug 11, 2013 9:54 PM By Debra Ellis

Strategies designed to find and fill needs attract high value customers who keep coming back and bring their friends. It is obvious which type of marketing is best for long-term corporate success. The challenge is creating the strategies that work best in a real-time marketing arena that includes multiple channels.

Prepping Your Site for the Holiday Season  Aug 05, 2013 5:28 PM By Daniela Forte

Merchants today need to be focused on the user experience and the digital relationship with the merchant. In this video, Smartbear’s Ken Godskind discusses what merchants need to do to prepare their ecommerce sites for the 2013 holiday season.

Solving Pain Points of Contact Center Forecasting  Jul 23, 2013 10:30 AM By Bob Webb

Anyone who has ever been responsible for ensuring that the right number of contact center agents are in their seats at the right time can tell you that producing an accurate schedule can be complex. If you are experiencing pain points in trying to produce an accurate forecast, you need a strategy that will help ensure you are maximizing available agents with call demand.

8 Tips for Creating a Solid Returns Policy  Jul 22, 2013 4:08 PM By Erin Lynch

While most merchants would prefer to not think about their returns policy, it’s imperative for every ecommerce company to have one. Not only is it good business, but it will also help customers trust your brand and the products that you sell. Here are eight tips designed to get you to master the art of the refund policy.

Why Omnichannel Fulfillment Matters  Jul 18, 2013 2:30 PM By Erin Lynch

Shopping habits, shopping devices, and shopping locations are interchangeable in the customer’s eyes, which is why it’s more important than ever for merchants to offer a wide variety of omnichannel fulfillment options, according to Bill Toney, senior vice president, Omnichannel Solutions at VendorNet.

Why Email Marketing’s Significant Growth Continues  Jul 12, 2013 11:02 AM By Daniela Forte

Customer acquisition via email marketing has magnified since 2009. According to Custora’s report “E-Commerce Customer Acquisition Snapshot” the channel grew from 0.88% of customers acquired in 2009 to 6.84% in 2013.

Wayfair.com Enters Partnership with Quill  Jul 10, 2013 11:27 AM By Daniela Forte

Home goods retailer Wayfair.com has joined forces with Quill a B2B office provider, to offer a selection of home and office products on Quill.com, according to a press release.






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