Kustomer

JUNE 8, 2021

The world is rapidly changing and that’s good news for businesses in the e-commerce space. In a study conducted by The Global Consumer , more than one-third of global consumers purchased products online at least once per week. This means it’s more crucial than ever to focus on the e-commerce customer service experience.

E Commerce 100

E Commerce Customer Service E-support Document 100

InMoment XI

OCTOBER 17, 2024

While open-text questions provide rich data, analyzing them can be time-consuming. Finding the best way to present a questionnaire that’s both user-friendly and efficient can also be time-consuming. E-commerce Questionnaire Were you satisfied with how easy it was to navigate our website and find the items you were looking for?

Feedback 195

Feedback Insights Customers Banking 195

Optimove

DECEMBER 11, 2024

If its too cumbersome or time-consuming, the shopper will opt out. Be attentive: Make it easier to get support by putting all of your support options on one easily accessible page. Provide your support team with the tools to turn complaints into opportunities. For more insights, contact us to Request a Demo.

E Commerce 52

E Commerce E-support Loyalty Programs Social Media 52

eglobalis

JULY 2, 2024

Despite its simplicity, more than 75% of organizations are projected to phase out NPS as a Measure of Success for Customer Service and Support by 2025, according to Gartner. European giants like Unilever and Siemens utilize NPS to gauge consumer sentiment and pinpoint areas for product line improvements.

NPS 461

NPS Feedback Net Promoter Score B2C 461

InMoment XI

NOVEMBER 15, 2023

With 87% of consumers actively avoiding buying from brands they don’t trust, understanding and improving the customer experience has never been more critical. For instance, imagine an e-commerce company that recently implemented a new online chat support feature.

Insights 243

Insights E Commerce Customer Experience E-support 243

Maru Group

JUNE 2, 2022

Consumers over 35 want an e-commerce platform that is vested in them now and in the long term. The pitfalls of third-party platforms Many companies had e-commerce facilities before the pandemic, but they often produced only a small portion of their sales. The brand failed to adapt and innovate.

E Commerce 84

E Commerce E-support Retail Touchpoint 84

InMoment XI

JULY 11, 2024

A recent study showed that 86% of consumers preferred to talk to a real agent rather than a chatbot or AI-based system regarding customer service inquiries. This is a costly and time-consuming process. This form of analytics has a wide range of capabilities that can be used from healthcare to e-commerce.

Insights 195

Insights E Commerce Contact Center E-support 195

InMoment XI

JANUARY 9, 2024

The company also acts on insights from customer feedback in order to understand improve the skills of its support agents, enabling them to become better at serving PandaDoc customers. Support and service. Software company PandaDoc uses multiple surveys to monitor customer sentiment and improve product experience.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

GetFeedback

JULY 23, 2018

Smart retailers know that brand interactions have moved beyond the limits of brick-and-mortar stores—interactions happen on the company website, via e-commerce platforms, on social media, on review websites and platforms, through television and other advertisement media, and through new channels that seem to be constantly changing.

Customer Journey Mapping 218

Customer Journey Mapping Customer Journey Retail E Commerce 218

Lumoa

NOVEMBER 17, 2022

The evolution of customer experience in e-commerce has grown exponentially since the pandemic making customer experience more important than ever. E-commerce sales are now projected to reach $7.4 Customer Experience in E-commerce Trend Predictions for 2023. Multiple customer support options.

E Commerce 78

E Commerce 2023 E-support Customer Experience 78

InMoment XI

JANUARY 12, 2024

The advent of conversational intelligence has become a catalyst for transformation in the way that businesses communicate with consumers. E-Commerce: Enhancing Customer Support and Sales In the e-commerce sector, conversation intelligence plays a crucial role in enhancing customer support and driving sales.

E Commerce 195

E Commerce E-support Healthcare Multi-Channel 195

InMoment XI

MAY 31, 2022

In the post-acquisition phase, Customer Success and Support own certain customer touchpoints, and are likely already gathering feedback about them from customers. These touchpoints may include the end of the onboarding cycle in SaaS , order delivery in ecommerce, a customer support interaction.

Customer Journey Mapping 396

Customer Journey Mapping Customer Journey Net Promoter Score Touchpoint 396

CSM Magazine

NOVEMBER 27, 2024

According to a report by PwCm , 73% of consumers consider customer experience a crucial factor in their purchasing decisions, while 65% say that a positive brand experience has more impact than effective advertising. Here’s how you can enhance your customer service and give your consumers an experience they’ll remember.

E Commerce 52

E Commerce Customer Service E-support Metrics 52

InMoment XI

NOVEMBER 20, 2023

As e-commerce becomes increasingly global and competitive, business leaders understand that technology can be a valuable tool in reconnecting with consumers. AI-driven insights provide consumer behaviors and preferences, as well as uncover new trends and overall a more personalized experience.

Customer Experience 243

Customer Experience E Commerce E-support Social Media 243

GetFeedback

JANUARY 19, 2020

Notice that this sample map is for “Jane,” a consumer looking for a health plan. Post-Purchase: How will the customer get access to the solution/service, learn how to use it, and get support? Here’s some general advice from the e-book How to Use Customer Loyalty Metrics: NPS, CES & CSAT : . Touchpoint survey best practices.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

CSM Magazine

NOVEMBER 26, 2024

A well-designed customer journey has become essential for brand success, with 73% of consumers emphasizing that customer experience strongly influences their purchasing choices. The concept of customer relations covers every interaction between a brand and its customers, spanning from initial interest to post-sale support.

Interaction 52

Interaction Engagement E Commerce E-support 52

GetFeedback

MAY 9, 2018

A consumer survey by Imprint Plus found that 32.5% In fact, it’s estimated that by the end of 2018, mobile purchases will represent 27% of all e-commerce purchases. Offer mobile messaging and SMS support. Create dynamic support content. Today, customer service goes beyond the call center. Rinse and repeat.

Mobile Customer Service 170

Mobile Customer Service Customer Service E Commerce E-support 170

Alida

JUNE 23, 2016

We interviewed Sam Trimboli, consumer insights specialist at Price Chopper, to learn more about his role at the company and how he navigates the evolving retail landscape. That might mean putting more focus into e-commerce or delivery—whatever it is, we have to be flexible. What’s the best thing about your insight community?

Consumers 150

Consumers Insights Retail E Commerce 150

Kustomer

APRIL 14, 2021

While post-transaction support, like order status and return initiation, likely will never subside, CX teams can now take on more of a revenue-generating advisory role, answering product questions or directing customers to better alternatives. Read on for a preview, and access the full e-book here. The Shift to Digital-First.

Retail 101

Retail Consumers E-support E Commerce 101

Thematic

APRIL 3, 2025

Understanding the Text Analytics Market At its core, text analytics is all about turning unstructured text—like customer feedback, emails, support tickets, and social media posts—into something useful. Let’s start. We’ve mentioned this earlier: Over 80% of enterprise data now is unstructured. The challenge?

Marketing 62

Marketing 2030 E Commerce Social Media 62

Win the Customer

SEPTEMBER 21, 2020

The right marketing strategy for your e-commerce store can help you build brand awareness, drive customer loyalty, and ultimately increase online sales. Shopify is the ultimate e-commerce solution supporting more than 600,000 businesses in about 175 countries. Improve Your Customer Support.

E Commerce 111

E Commerce Sales Customer Engagement E-support 111

CSM Magazine

MARCH 11, 2025

Increasing adoption of AI-driven support solutions and omnichannel communication is transforming customer service experiences. The customer service market has undergone significant transformation in recent years, driven by technological advancements and evolving consumer expectations. billion in 2024 to USD 800.0

Customer Service 52

Customer Service E Commerce Marketing E-support 52

InMoment XI

JANUARY 16, 2024

Operational Efficiency and Resource Optimization Contact center AI solutions streamline operational workflows by automating repetitive and time-consuming tasks. E-commerce Chatbots for Customer Support: E-commerce platforms often use AI-driven chatbots to provide instant assistance to customers.

Contact Center 195

Contact Center Virtual Agent E Commerce E-support 195

ShepHyken

JULY 9, 2021

If you manufacture a product that stores and other sellers purchase in bulk to sell to consumers, send handwritten notes to every new seller after their first big order. The goal is to make your clients feel valued and supported. For example, you can send them a $10 e-gift card for products on your website, no strings attached.

E Commerce 144

E Commerce Social Media E-support Consulting 144

Thematic

OCTOBER 30, 2024

Customer service interactions : Your customer support team plays a vital role in collecting and analyzing customer calls, emails, and support chat feedback. Efficient and accurate market research Traditional market research methods can be time-consuming and costly.

Voice of Customer 62

Voice of Customer Insights E Commerce E-support 62

TechSee

OCTOBER 19, 2021

According to the National Retail Federation (NRF), consumers returned an estimated $428 billion in merchandise – approximately 10.6% In this article we will discuss how to reduce returns in e-commerce and explore a number of tried and true strategies. of total U.S. retail sales – in 2020. Restocking Fees. components.

E Commerce 124

E Commerce White Paper E-support Retail 124

Kustomer

DECEMBER 2, 2021

Live chat is no longer a nice-to-have in e-commerce customer service. The pressure to meet the demands of today’s consumer is higher than ever, with companies scrambling to onboard more agents and deploy chatbots in order to provide quality support at scale. Specifically: What is conversational commerce?

E Commerce 92

E Commerce E-support 2022 Effort Score 92

Magellan Solutions

DECEMBER 5, 2023

However, only about 66% of companies use it mainly for customer support. So, if you haven’t discovered what live chat can do for your business, keep reading, as we’ll show you its benefits and give you some tips on incorporating it into your e-commerce platform. It creates a favorable environment to upsell goods or services.

E Commerce 52

E Commerce Interaction E-support Competitive Advantage 52

InMoment XI

JULY 25, 2024

Research shows that 71% of consumers expect personalized experiences with the brands they interact with, and over 75% get frustrated when they don’t get those personalized experiences. Similarly, 90% of consumers regard issue resolution as their most significant customer service factor. Why is the Contact Center Experience Important?

Contact Center 195

Contact Center 2024 E Commerce Social Media 195

Blueshift

JANUARY 3, 2025

Heres a closer look at how CDPs compare: CRM (Customer Relationship Management) : Designed to manage customer relationships, CRMs primarily track sales, support, and service data. Why CDPs are Rising in Popularity The demand for CDPs has skyrocketed due to a combination of evolving technology and shifting consumer expectations.

E Commerce 52

E Commerce Marketing E-support ROI 52

ShepHyken

SEPTEMBER 15, 2020

The COVID-19 pandemic resulted in a massive shift in both business and consumer buying preferences and habits. Many companies were unprepared to make the shift to e-commerce, self-service and other digital channels. Have it support an employee (versus a customer) so they have faster access to the right information.

E Commerce 130

E Commerce E-support Omnichannel B2C 130

CSM Magazine

MARCH 5, 2024

Today, online shopping is booming like never before, driven by technological advancements and consumer behaviors. Key Aspects of E-commerce Changed by AI and ML AI and ML technologies are making big changes in online shopping, spawning numerous e-commerce development solutions.

E Commerce 52

E Commerce E-support Social Media Technology 52

Alida

NOVEMBER 10, 2017

Which emerging technology trends will shape the business world in 2018, and how will they change consumer behaviors and expectations? Gartner’s forecast for intelligent IoT is supported by other firms. The mixed reality paradigm means e-commerce is not the be-all and end-all. Renewed focus on the in-store experience.

2018 174

2018 E Commerce Retail E-support 174

CSM Magazine

DECEMBER 6, 2021

Now more than any other time of year, e-Commerce becomes a more dominant force in companies’ sales, and subsequently, online customer experience. Retailers are already feeling the effects of pandemic-related seasonal headwinds, putting pressure on consumer confidence, full-time and temporary staff, and the supply chain.

2021 97

2021 E Commerce E-support Contact Center 97

InMoment XI

OCTOBER 8, 2024

The goal of customer experience improvement is to create a positive customer experience where the customer always feels supported. A customer experience program helps your organization improve customer experience by facilitating cross-functional collaboration between various departments such as sales, marketing, support, etc.

Customer Experience 195

Customer Experience 2024 Net Promoter Score Financial 195

BirdEye

APRIL 13, 2025

Whether you’re a content creator, a brand, or a small business owner, Pinterest has evolved into one of the most powerful platforms for turning visual inspiration into real-world consumer action. Pinterest marketing UK lets brands ride the wave of cultural moments and consumer moods with laser precision. The best part?

2025 52

2025 E Commerce Social Media Retail 52

Optimove

DECEMBER 4, 2024

Discover the latest email strategies to grab the attention of your customers Download Now Why It Matters: With over 70% of e-commerce shopping carts abandoned before completing a purchase, retailers are losing significant revenue. Offer Payment Flexibility Nearly half of U.S.

E Commerce 52

E Commerce Download Retail E-support 52