When maintaining an ecommerce website, retailers are tasked with a variety of aspects, including customer service. This element can become difficult to convey through online portals, as face-to-face interactions are not possible. However, by incorporating social media and live chat strategies, businesses can ensure they are giving shoppers great experiences on their websites.

The importance of online customer service was recently highlighted on Cyber Monday, as consumers flooded company sites to buy items and gifts for the holidays. LivePerson, a firm that provides solutions for businesses to interact with customers online, revealed that it hosted more than 860,000 live chats on Cyber Monday. This represents a 30 percent increase from the same time last year, highlighting the fact that shoppers are frequently looking for service options when they are accessing retail websites. By offering this channel, companies can boost the experiences they are providing.

Internet Retailer writes that specially-designed websites can also increase service and ultimately lead to higher satisfaction and revenues. Offering simple and clean pages that are also attractive draws in customers and makes their browsing and transactions processes easier.

This entry was posted by Retail Pro on Friday, November 30th, 2012 at 4:27 am .