Online Customer CareToday’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.
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.
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.
Today certain cruise companies have a customer care system that enables it to staff its call center with people who only need to know how to use Microsoft Outlook.
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)
The goal is to make the customer’s experience more intimate.
Online Customer Care
