A One-touch Game: Chat Bots in Online Retail

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[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 […]

5 Tools to Enhace your Customer Experience

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[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 […]

How a Loyalty Program can Boost Revenue

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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 […]

E-commerce, Telephone Support and Customer Expectations in 2014

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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 […]

What Key Points Should an eCommerce Business Control System Include?

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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 […]

Complaints in eCommerce: I Want to Close my Account

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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 […]

Providing Excellent Online Customer Service for Ecommerce #infographic

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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 […]