Managed Hosting News 
Wednesday, 13th April 2011, 16:48:42
Online customer service is important for businesses with ecommerce sites, expert says
Businesses with an ecommerce website must ensure that their online customer service staff are mindful of their responsibility to the brand.
That is according to Suzy Radcliffe, retail strategist at brand consultancy Wolff Olins, who said that companies should make sure that their staff are well trained to ensure that they can fix problems.
She added that the virtual nature of purchasing online means that there must be a human element to the process if things go wrong.
Research published by the Payments Council yesterday (April 12th) found that 32 per cent of people prefer to shop online where given the choice.
Furthermore, the average shopper makes 22 online shopping trips per year compared to 81 physical shopping trips.
Ms Radcliffe added that there are only a few things that businesses need to remember to be successful online.
"Three areas - fixing problems; making sure the delivery experience is superb; and the people who speak to customers being right for the job – are very fruitful areas," she said.
Posted by Phil Williams
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Categories: | Ecommerce |
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