Online customer care is an importance part of marketing the business. Brilliant, spot-on marketing not only generates revenues for bottom line, it’s also a way to make customer’s life easier.
Today’s web retailers are increasingly wise to the impatience and fickleness of many online shoppers. Numerous studies report shopping-cart abandonment rates of 20% to 60% per transaction.
That’s why retailers are investing in improved customer-care technologies such as internet telephone, dynamic lists of frequently asked question, and text chat systems to get customers the answer they need to buy goods right away.
Sophisticated customer care system that can handle a mix online and offline inquiries gracefully are proving to be fundamental to customer retention in electronic channels. It is important part to building e-brand loyal.
Being happy customer means they are more likely to be loyal. Being loyal means that they may buy from the same organization, even though that may sometimes mean paying a bit extra.
Retailers are also paying to integrate previously disparate E-mail, phone, and chat systems. Integration means shorter response times, which can lead to greater sales.
A great benefit of a website is that the retailers can provide customer assistance 24 hours a day, 7 days a week, 365 days a year.
In the cruise industry, quick responses to potential cruise buyers mean everything. That’s because booking a cruise is an impulse buy. If the company can grab a customer while they’re on their peak of interest in a cruise, they’re considerable more likely to buy it.
When online bookseller Amazon was established, its founder recognized that it could not offer comfy sofas or coffee to those who browse though its virtual bookstore, so it set about finding innovative ways to enhance the customer experience.
Certain companies are taking the plunge into voice-over IP (a way to converse with another online user by telephone via an internet connection, while also browsing the same Web pages)
Because human customer service representatives are becoming disintermediated in the world of e-commerce the intelligence necessary for superior customer care must be built into the Web interactions.
Online Customer Care Service
