10 Tips for Balancing Self-Service, Hands-On Customer Care Support

| MCM staff

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.

Most Shoppers Say Poor Shipping Options Derail Ecommerce Orders

| Mike O'Brien

While the relationship between shipping options and cart conversion or abandonment is well established, the extent of the impact is shown in stark detail in a new report from ecommerce platform provider BigCommerce. More than two-thirds of consumers said they’ve abandoned a purchase based on poor shipping options.

Optimizing Ecommerce Fulfillment for Social Commerce

| Perry Belcastro

About 70% of U.S. adults use one or more social media sites, according to Pew research, with many making direct purchases there, and savvy merchants are tapping into this trend. But they must be at the top of their order fulfillment game to succeed. Here are some best practices top brands are using in social commerce fulfillment.

Getting the Culture Right Unlocks a Great Customer Experience

| Antonia Hock

Putting the customer first is what you typically hear from retailers. That isn’t wrong, but it’s also not the full picture. A customer-centric culture will not be sustainable without the commitment and conviction of those who design, build, implement and serve every day. Here’s how you can make it happen.

Thinking Outside the (Subscription) Box

| Justin Cramer

In a saturated industry, subscription box companies need a differentiator to succeed. From Blue Apron’s first-ever experiential retail popup shop to Birchbox’s partnership with Walgreens, they’re looking for ways to grow their business and meet consumer demands. Shipping excellence is one way to set yourself apart from the pack.

Ecommerce Operations Summit 2020 Call for Speakers Now Open

| Mike O'Brien

The 9th annual Ecommerce Operations Summit will be held April 14-16, 2020 at the Marriott Orlando World Center in Orlando, FL, and the call for speakers is now open! If you are an industry professional with your finger on the pulse and have a great story to share with your peers, we want to hear from you!

One Click Infuses Its Core Values and Brand Mission in Customer Care

| Daniela Forte

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.