A One-touch Game: Chat Bots in Online Retail

A One-touch Game: Chat Bots in Online Retail

[Guest post by Daria Samokish] Taking a part at last conference team-members of Competera received a fine question: “What will eventually happen with online retail business in late 2016 – early 2017 as a result of active IM bots development?”. Let us sort out this issue. The artificial intelligence representatives are treated like assistants in daily work, helping to save time and money for various kinds of operations (let’s take the bot which has helped adjudge about 3 million pounds from the government for improper parking fines). Online retail business will join this game sooner or later and it will rebuild the internal processes of their work itself. Messengers Revolution Constantly growing popularity is linked to several mutually supportive factors: in our “accelerating” world, any unscheduled call, especially made during working hours becomes less and less desirable; although users are eager to constantly stay in touch but they dislike when their personal space is violated. And messengers do solve both issues, providing “streamed” communication and...
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Remarkable Customer Service: How the Big Ecommerce Brands Hook Customers

Remarkable Customer Service: How the Big Ecommerce Brands Hook Customers

[Guest post by Sawaram Suthar] The world shrinks each year as a result of advanced technologies and simplified lifestyles. Shopping once meant roaming from store to store with a list of desired items, checking each one out and then returning home with something you never thought about buying, but things have changed. The emerging online giants have simplified the shopping experience. Large numbers of online stores have made it possible to get the best stuff while still being hooked to the laptop in your room. What are the benefits of online shopping? The myriad of online shopping benefits easily attract more and more customers to online stores. Below are some of the reasons customers give for being more-easily attracted to online shopping outlets: Speedy purchases Wide array of options Convenience Not restricted to local stores Reliability Why do people hesitate to make online purchases? While there are many reasons to support online shopping, many customers are still hesitant because of the lack of reliability and poor customer service received from so...
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5 Tools to Enhace your Customer Experience

5 Tools to Enhace your Customer Experience

[Guest post by Alexa Lemzy] Customer service is an essential part of any business’ success. No business runs smoothly 100% of the time, but the way your business handles the snags can make the difference between losing customers and building customer loyalty. The statistics on customer satisfaction highlight just how important customer support is. Did you know that it takes 12 positive experiences to make up for one unresolved negative experience? The good news, however, is that 70% of customers will do business with you again if you successfully resolve their issue. Here are some top tools for the modern consumer to help your business thrive in customer support: Mobile support Mobile use has grown in leaps and bounds in the past few years. In 2011, only 35% of Americans owned smartphones. As of 2015, 64% of Americans owned one. Mobiles have become an essential part of daily life, from communicating with friends to looking for a job to comparing prices on items in different stores. When...
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How a Loyalty Program can Boost Revenue

How a Loyalty Program can Boost Revenue

When you think of customer loyalty, you probably think of grocery rewards cards, or airline miles. Recently, however, a new breed of digital programs has emerged from the gamification movement, injecting new life into these tried and true programs. And they are effective. In fact, customer loyalty programs are often one of the simplest ways to boost your business’ revenue. Forbes magazine found that acquiring new customers costs five times more than retaining existing ones. As a result, finding ways to keep current consumers coming back is much more cost effective than constantly marketing to new customers. Whether your loyalty program consists of giving away occasional free items, providing deals and discounts on products, or offering reduced rates to customers who recommend your business to their family and friends, it can encourage your most faithful customers to come back on a regular basis. According to Fast Company, most consumers prefer small repeated gains to one large victory. Consequently, small repeated gains that can...
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Marketing techniques for eCommerce (VII). Online customer services

Marketing techniques for eCommerce (VII). Online customer services

Following with this series of posts (which will soon end), today we will focus on customer service. How can you provide personalized customer service? Let’s take a look at some tools that will help. Good customer service is one of the ways to generate trust. It is also a goal that should be prioritized, as generating trust means generating recurrence. To do so, there are many online tools that will enable you to have a customer service chat if your customers request it or you think it can be useful. In this post I will list many of the tools currently available so that you can compare them. Then we will focus on two very specific companies or services which are working very well in Spain, Zopim and The Shop Expert. But let’s not get ahead of ourselves. Here are some very interesting links for Live Chat tools: Helponclick: Live Chat Service and Live Support http://www.helponclick.com/ Boldchat : Live Chat Service and Live Support...
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E-commerce, Telephone Support and Customer Expectations in 2014

E-commerce, Telephone Support and Customer Expectations in 2014

Although you would be forgiven for thinking that telephone sales are no longer relevant in the highly digitised 21st century, many businesses would argue that you couldn’t be more wrong. A new report published by leading call tracking provider ResponseTap explains that an easily accessible and seamless telephone support system isn’t only helpful to your business's online customers, it is essential. Currently, the majority of e-commerce businesses don’t offer fully realised telephone support. If they do have a telephone number, its function is often to collect voice mails until such a time that the site owner can get in touch with those who have rang. For high ticket goods especially, or items which have far reaching consequences (like washing machines or cars), having a well staffed support centre can mean the difference between a happy e-commerce customer making it through the checkout and a customer who leaves nothing but an abandoned shopping cart in their wake.   For those of you with long...
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What Key Points Should an eCommerce Business Control System Include?

What Key Points Should an eCommerce Business Control System Include?

An eCommerce business control system is based on three main infrastructures: marketing, customer service, and the technology system. Marketing can be divided into 21 key performance indicators (KPIs)that identify the good or bad operation of the eCommerce business system. Marketing Of all the business control elements, marketing is absolutely critical to grow and achieve customer loyalty. To be successful, an online store must be easy to find. Once visitors are in your website, you should try to retain them as long as possible and help them in the purchase process. This is the work of a good marketing team. Whether you use banners with a great designs, social media, a good positioning in the search engine, merchandising, email, or other forms of advertising, marketing comprises all the various types of commercialization. Here are the 21 KPIs. 21 Key Performance Indicators (KPIs) for eCommerce KPIs provide orientation about the business system performance on the basis of the strategies implemented. This is reflected as a number...
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Complaints in eCommerce: I Want to Close my Account

Complaints in eCommerce: I Want to Close my Account

Let’s imagine that I visit a physical bookshop and pick up a book I’m very interested in. The next step is going to the cashpoint and paying for it. The transaction most often ends after I hand over my card or cash. No customer registration or de-registration, quick and easy. Now let’s imagine that I go to an online store to buy that book and head to the checkout. Then a “light” exchange takes place, whereby I am asked to give my: Name Address Zip Code City/Country Telephone Email Password (why do have to choose a password? Who said that I want to register in your website? I just want to buy a book). Gender (WHY? Are you sending me a present with the book? Are you trying to chat me up?) Date of birth (WTF? Either you want to give me a discount for my birthday or I’ll get upset if you don’t congratulate me on Facebook) ID card number (That’s a good one. WTH? What about foreigners? Don’t you...
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Providing Excellent Online Customer Service for Ecommerce #infographic

Providing Excellent Online Customer Service for Ecommerce #infographic

Desk.com has just released an infographic about how to provide customer service for Ecommerce, including some interesting statistics about this topic: 90% of customers expect to receive a consistent experience over multiple customer contact channels 78% of customers believe that social media will be the next tier of customer service 46% of online customers expect brands to provide customer service on Facebook 88% of customers are less likely to buy from companies who leave social media complaints unanswered 77% of customers agreed that online chat positively influenced their attitude about the retailer ...
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