A recent survey of 6,000 online shoppers has found that the number one most important factor when it comes to defining and offering a positive ecommerce shopping experience all comes down to customer service. So what can you do to improve your online shopping experience? It’s all about contact options such as live chat, click-to-call, and video chat in the contact center.
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.
When it comes to revamping their ecommerce sites in 2013, retailers are focusing on keeping the consumer in the loop from the moment an order is placed right until the packaged is delivered to the doorstep.
With technology constantly changing, the way consumers find coupons online and the way they utilize creative ways to save money has changed too, according to this infographic by the Daily Infographic. The infographic shows how consumers can find coupons online through the use of email alerts, social media, mobile coupons and the use of live chat.
The contact center as we know it will change drastically in the next few years as shoppers become more reliant on email, social media, and mobile but retailers will still need to offer the human touch.
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.
Merchants need to “move off the needle” to support live chat because it has reached a “tipping point” of adoption, according to Bold Chat’s 2012 Live Chat Effectiveness Research Report.