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Providing customer service in a digital world presents a whole host of challenges. While it's useful to know as much as you can about typical live chat users (see infographic below), it remains essential to have the best tools...
Online shopping is meant to be simple and suitable. Consumers unfamiliar with your brand are essentially taking a gamble on purchasing your products. They need an extra sense of comfort to convert and more from you to be a brand advocate...
Customers can be hard to please. This is, of course, true in any industry, but it can be especially difficult on the Web, where face-to-face communication between companies and their patrons is virtually non-existent. Various customer...
Social media is reaching into nearly every corner of the enterprise today, so it should come as no surprise that it is making it has also made its way into the realm of customer service. Social business company Jive Software has released...
One of the fast growing tactics in Web customer service is the use of live customer interaction straight from a business or brand's website. Workface , a company who helped to usher in online customer interaction technology, announced...
Online consumers are willing to pay nearly 11 percent more for e-commerce items if it means the highest level of customer service is included in the process, according to an Ovum survey commissioned by StellaService. In monetary terms...
In late August, Website Magazine reported on survey results from Harris Interactive and IMShopping which showed e-commerce consumers want the same customer assistance they receive at brick-and-mortar locations. One company that is...
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As CPCs Rise, How Will Advertisers React...
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