4 Tips for Delivering a Richer Customer Experience – Multichannel Merchant

Customer service is the backbone to any business, but online businesses have to work a little harder to bring people to their website and spend enough time to get all the way to check out and follow through. Online shopping has grown exponentially over the last few years and there are many options for consumers so making sure you website is customer friendly is extremely important. Here are some tips one enhancing your customer service experience

Key Takeaways:

• With access to real-time data that forecasts the customer’s intentions, however, brands can not only better understand the scenario in which the customer is browsing online, but they are able to offer specific resources, from instructional videos, to ebooks to other online information – in contex
• Although it may be helpful for an online business to collect this type of information right then and there, there are less risky ways of collecting this information. It’s just not worth it. Distractions can quickly change the attitude and confidence level of a goal-oriented customer.
• It’s true that many companies fall short of guiding online customers along their journey – from beginning to end. In fact, according to a study done in 2010 by Genesys, Greenfield Online and Datamonitor/Ovum, enterprises in the U.S. lose an estimated $83 billion each year due to defections and abandoned purchases as a direct result of a poor experience.

“With access to real-time data that forecasts the customer’s intentions, however, brands can not only better understand the scenario in which the customer is browsing online, but they are able to offer specific resources, from instructional videos, to ebooks to other online information – in context.”

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