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1 - 10 of 23182 Results

  • / E-Commerce

    Four tips to more efficient handling of returns

    With more than 60% of online shoppers making at least one online exchange or return each year, it is important that web retailers master the returns process. Here are four ways to do that.

    Posted 05/11/2014Don AmatoPost a comment

    With more than 60% of online shoppers making at least one online exchange or return each year, it is important that web retailers master the returns process. Here are four ways to do that.

    Related Content:Returns

  • Shoppers have questions and retailers don’t have all the answers

    / Technology

    Shoppers have questions and retailers don’t have all the answers

    Retailer call centers and websites come up short in providing key answers to consumers’ questions, a survey finds.

    Posted 04/28/2015Bill BriggsPost a comment

    Retailer call centers and websites come up short in providing key answers to consumers’ questions, a survey finds.

    Related Content:Forrester Research | Bill Briggs

  • / Technology

    Few e-retailers make customer service cut

    Only 10 of 100 online merchants made the cut for stellar customer service in the latest Annual Mystery Shopping Study, conducted during the fourth quarter by The E-tailing Group Inc.

    Posted 01/19/2010Zak StamborPost a comment

    Only 10 of 100 online merchants made the cut for stellar customer service in the latest Annual Mystery Shopping Study, conducted during the fourth quarter by The E-tailing Group Inc.
  • / Technology

    Want Loyal Customers? Invest in Good Service

    Online consumers expect a site's customer service to do more than help them sort out problems after the sale. In fact, 90% of online shoppers consider good customer service to be critical when choosing a Web merchant, according to a new report from Forrester Research. The firm says Web shoppers seek and expect customer service at each step of the transaction. Exceptional service pays big dividends by increasing overall satisfaction, which in turn...

    Posted 01/19/2001Don DavisPost a comment

    …site's customer service to do more than help them sort out problems after the sale. In fact, 90% of online shoppers consider good customer service to be critical when choosing a Web merchant, according to a new report from Forrester Research. The firm says Web shoppers seek and expect customer service at…
  • At your own risk

    At your own risk

    A number of merchants are devoting significant resources to responding to shoppers’ complaints on social media.

    Posted 02/02/2015Post a comment

    A number of merchants are devoting significant resources to responding to shoppers’ complaints on social media.
  • Customer service brings shoppers back for more

    / Technology

    Customer service brings shoppers back for more

    Backcountry customers are more likely to return if they order through customer service.

    Posted 01/06/2012Paul DemeryPost a comment

    Backcountry customers are more likely to return if they order through customer service.

    Related Content:Backcountry

  • / Technology

    Live Customer Service Boosts Satisfaction

    Phone interaction with customer service has a more positive impact on Internet shopping than e-mail messages or Internet service responses, according to a survey from Internet marketing firm Harris Interactive. The firm surveyed 509 consumers, asking them why they contacted customer service, how long it took for a response and how satisfied they were. Online consumers are willing to give Internet sites up to a day to respond to their service...

    Posted 01/19/2001Don DavisPost a comment

    …interaction with customer service has a more positive impact on Internet shopping than e-mail messages or Internet service responses, according to a survey from Internet marketing firm Harris Interactive. The firm surveyed 509 consumers, asking them why they contacted customer service, how long it took…
  • / Press Release

    SAP Moves Beyond CRM with Customer Engagement and Commerce

    Combining customer engagement solutions with the unparalleled omni-channel commerce capabilities of hybris, and the power of the SAP HANA® platform, SAP will deliver a platform for businesses to engage their customers anytime, anywhere, from any device at any point in their journey.

    Posted 09/24/2014

    Combining customer engagement solutions with the unparalleled omni-channel commerce capabilities of hybris, and the power of the SAP HANA® platform, SAP will deliver a platform for businesses to engage their customers anytime, anywhere, from any device at any point in their journey.

    Related Content:Hybris

  • How an e-retailer uses customer service to sell an unusual product online

    / E-Retailers

    How an e-retailer uses customer service to sell an unusual product online

    A Canadian mattress company’s dedication to customer service helps it sell a product consumers might be wary of purchasing online.

    Posted 08/13/2014AbCallardPost a comment

    A Canadian mattress company’s dedication to customer service helps it sell a product consumers might be wary of purchasing online.

    Related Content:Mattress

  • / Technology

    Why Niche Retail is expanding customer service

    As Niche Retail looks to grow online sales to at least $15 million this year, it’s training its customer service reps to respond to all unanswered e-mail within 10 minutes, compared with about 20 minutes today.

    Posted 07/07/2005Paul DemeryPost a comment

    As Niche Retail looks to grow online sales to at least $15 million this year, it’s training its customer service reps to respond to all unanswered e-mail within 10 minutes, compared with about 20 minutes today.
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