The e-tailing group has had the good fortune to have monitored chat over the past 5 years where our views on this technology have been shaped by real chats with real retailers and consumer research that we have conducted jointly with BoldChat as they have taken a leadership role through their annual Live Chat Effectiveness
Customers Embrace Every Form of Service Available. It’s almost shocking that our 2013 research revealed that today’s consumer is almost ambivalent when it comes to customer service channels; this generation of shoppers simply wants service their way. Of course, some customers have a preference for one channel over another, but it appears that’s born out
The e-tailing group has had the good fortune to participate in the growth of eCommerce over the last 16 years, and is just as thrilled to witness the power and possibility of mobile devices given their growing importance for both consumers and retailers. There are new dynamics in play simultaneously, and many of the trials
Through a combination of leading process and content management products, industry expertise and proven success, Perceptive Software solutions are uniquely qualified to deliver immediate efficiencies in any area across the department and enterprise. Our solutions help organisations capture, process and collaborate on important documents and content, protect data integrity and access precise information at the
Through a combination of leading process and content management products, industry expertise and proven success, Perceptive Software solutions are uniquely qualified to deliver immediate efficiencies in any area across the department and enterprise. Our solutions help organisations capture, process and collaborate on important documents and content, protect data integrity and access precise information at the
This white paper describes what the new model for digital BOL workflow looks like and how it can benefit your delivery operation. You’ll be better prepared to move forward with this enabling technology that can transform your supply chain.
With retail theft at an all-time high, retailers must turn to automation and data to combat this ever-growing problem. When it comes to retail theft, we’re talking big numbers. Shoplifting and other types of retail theft account for more than a quarter of the US$35.28 billion annual retail loss that is a consequence of preventable
For companies that sell products or services that require technical support, the support customers receive might be the only personal experience they can use to gauge their satisfaction with an organization. Since, for many of these organizations, customer satisfaction directly affects revenue, measuring customers’ satisfaction with the service experience and the services provided is extremely
The role of customer service is one that is valued and well understood by many organizations. However, making the leap from correlating customer service activities with overall performance results to investing in strategies that deliver top-notch results is increasingly becoming a key differentiator. Top performing businesses have long understood the financial ramifications of a satisfied
In Aberdeen’s Trends in Customer Service 2012: Multi-Channel Edition (November 2012), only 39% of organizations reported that they had been able to drive improvements in customer satisfaction over the previous 12 months. An even lower percentage indicated success in enabling higher rates of loyalty and retention. This is not a recipe for success. Service is