Executive Briefings

Good Customer Service Online as Important as It Is In-Store

Customer service is an indisputably important factor when it comes to online retail. Good customer service can be the greatest sales asset a retailer can have, encouraging loyalty and word-of-mouth recommendations. But bad customer service cannot only see a particular sale lost in an instant, but long-term irreparable damage done to the brand.

Good Customer Service Online as Important as It Is In-Store

With more and more retailers launching online marketplaces as a way of expanding product range and opening a new e-commerce channel, how can customer service be maintained on a marketplace? In a survey of British online shoppers last year, more than six in 10 shoppers said they had bought from an online marketplace in 2014, but more than 25 percent said customer service would be a concern when buying from an online marketplace.

So that begs the question: what constitutes good customer service on an online marketplace and how can retailers ensure sellers deliver it?

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With more and more retailers launching online marketplaces as a way of expanding product range and opening a new e-commerce channel, how can customer service be maintained on a marketplace? In a survey of British online shoppers last year, more than six in 10 shoppers said they had bought from an online marketplace in 2014, but more than 25 percent said customer service would be a concern when buying from an online marketplace.

So that begs the question: what constitutes good customer service on an online marketplace and how can retailers ensure sellers deliver it?

Read Full Article

Good Customer Service Online as Important as It Is In-Store