While ecommerce is growing at double-digit levels, much of the focus has been on digitally transforming the purchasing experience, but the customer support experience is often overlooked. Here are ways both enterprise retailers and SMBs can transform their digital approach to customer support, boosting loyalty and sales.
Creating a unique, efficient, and personalized experience can have a tremendous impact on business growth.
As we head into the new year, here are 4 trends for ecommerce companies to keep an eye out for and leverage in order to transform their support center and elevate the customer experience.
JOANN Stores, a specialty retailer of crafts and fabrics, has seen better and faster issue resolution by upgrading its customer care platform. Hear how JOANN was able to improve its customer care metrics, including reducing ticket backlog and speeding up response times, and boost its NPS scores, in this MCM CommerceChat podcast.
Keynote presentations from supply chain executives at REI and Neiman Marcus will headline Ecommerce Operations Summit 2020, which will be held April 14-16 at the Marriott Orlando World Center. The show will be packed with great sessions and thought leaders across a range of key topics and disciplines.
To outsource or not to outsource customer care, that is the question. And unfortunately, the answer is a resounding, “it depends.” Colin Taylor, CEO at Taylor Research Group, and William Pocock, senior operations manager for Dick’s Sporting Goods, suggested 8 steps to help merchants frame up the decision.
Consumers are getting better at navigating ecommerce on their own. But not every feature of customer care can or should be automated, leaving merchants to figure out where to lend hands-on support, and what to make self-service. An expert panel at Ecommerce Operations Summit 2019 provided 10 tips to help you navigate this issue.
Offering an authentic experience and maintaining long-lasting relationships with its customers is a goal for subscription-based dog food company The Farmer’s Dog. Here is how the company improved its customer care experience.
Indianapolis-based eyewear company One Click runs its entire business, particularly its customer care center, by implementing core values and spreading its brand mission. Angie Stocklin, Co-founder and COO, recently shared how the company hires and trains new contact center agents at Ecommerce Operations Summit 2019.
Greater gender equality and diversity are imperative in businesses today. In the latest MCM CommerceChat podcast, Nalani Brown, Implementation Project Manager for Millennial Services, LLC., talks about how gender equality is transforming the way in which companies operate today and promotes a more equitable culture in various areas of retail and ecommerce. Nalani will be speaking on this topic at Ecommerce Operations Summit, April 9-11 in Columbus, Ohio.
High-end handbag, luggage and accessories seller Vera Bradley was looking to enhance the customer experience by adding texting as a contact channel, after realizing shoppers might have already been trying to send texts to customer service numbers. See what results the company experienced with an integrated text solution.