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In a traditional brick-and-mortar store, if a customer needs help, he or she can look around and find someone. In e-commerce, obviously, that's not an option. So how can you provide customer service as a part of your online sales experience? It's probably easier than you think. |
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Monday, 18 June 2007 |
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A recent industry survey indicates that on average, people calling into a customer service department will wait on hold for just 37 seconds before hanging up. This means that companies can’t miss any opportunity to connect with their callers, whether it’s a new customer or a loyal patron. With every hang-up, the company risks damaging customer loyalty and driving customers to their competitors. |
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Wednesday, 13 June 2007 |
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What differentiates "adequate" customer service e-mail from "excellent" customer service e-mail? We've analyzed hundreds of customer service e-mails and we've found that many companies do an adequate job of responding promptly, within 24 – 48 hours. |
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Friday, 08 June 2007 |
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Shoppers are more likely to return to websites and shop in physical stores of retailers that provide complete product information online, according to a new study. |
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Thursday, 07 June 2007 |
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Many entrepreneurs spend a lot of time and money trying to land new customers, an extremely important goal if you’re trying to grow your business. But what are you doing to keep the customers you already have? |
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Wednesday, 06 June 2007 |
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A recently released report ranked the top 100 online retailers for customer satisfaction finds that the customer's experience with a retailer's Web site is a key component in determining customer loyalty and an indicator of longer-term financial success |
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Monday, 04 June 2007 |
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It's become progressively harder for retailers to compete based on price over the past few years. Retail subsegments in crowded marketplaces have seen low-cost online pure plays and big-box stores with substantial supply chain efficiencies continue to pick up steam with consumers. |
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Friday, 01 June 2007 |
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The SIP-enabled contact center is unique because it simultaneously allows the retention of existing investments in infrastructure and provides a road map to an innovative feature set for the future. Embracing SIP natively in the contact center application is the only way to fully realize the benefits of an end-to-end SIP multimedia session between a customer and agent. |
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Thursday, 31 May 2007 |
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In today's news, airline customer service is getting worse, and the sun rose in the east this morning. Why? Easy: The industry has absolutely no incentive whatsoever to offer better customer service because whaddya gonna do, take Greyhound from New York to San Francisco? Right. Now get back in line and take off your belt and shoes. |
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Monday, 28 May 2007 |
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Three-quarters of customers receiving “average” customer service plan to defect, while, self-service capabilities are not winning over customers. Many consumer technology companies are alienating customers with “average” customer service and risk losing three-quarters (73 percent) of them to competitors, according to research released today. |
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Monday, 21 May 2007 |
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