This link has been bookmarked by 2 people . It was first bookmarked on 14 Jan 2008, by Sarah Lewis.
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04 Jun 09
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deally, Web-based customer service should include both self-help and live-help capabilities. Most companies will find that a large percentage of customers prefer to help themselves to the information they need. And for those who don't need real-time assistance, just the knowledge that representatives are available makes the shopping experience more satisfying.
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According to a September 1998 study by Jupiter Communications, 47% of people are more likely to buy online with the addition of real-time customer interaction. Profit margins increase as well because a live person can effectively cross-sell and up-sell to the customer. A static site doesn't have that advantage.
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Most e-commerce sites provide customer service through an 800 number and/or an e-mail address. But both of these options can fall short of customer needs in some cases. Not only do both methods delay the completion of the sale, they can also be inconvenient.
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In today's economy where service equals success, companies need to provide a better option for real-time e-commerce service and support. The answer lies in allowing customers to help themselves to the information they need without leaving the Web site.
This self-help model can be achieved using a combination of tools, such as robust data repositories with an intuitive search capability, automated e-mail response, and the option of interacting with a live customer service representative. All of these technologies are available and ready for implementation today.
By combining customer self-help and the option of live help from a customer service representative via text-based conversations, Internet phones, and online video, the e-commerce process becomes much more engaging, user-friendly, and successful. Web-based customer interaction is a win-win solution for companies and customers.
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14 Jan 08
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