Over quite a few years now many customers, for certain types of purchases, have often visited a store before making a purchase online.
With retailers struggling on the High Street, while e-commerce ramps up, the role of the contact centres is likely to become increasingly important for sales, marketing and customer service. This means that online customer service tools will play a key part in capturing customer footfall online, improving customer experience and in creating loyal and profitable customers.
However, does this mean the High Street now needs to move completely online, or does it still have a role to play? Over quite a few years now many customers, for certain types of purchases, have often visited a store before making a purchase online to gain access to better prices, or to gain more convenience...
Find out more about what the 5 top trends in customer service improvement will be in 2019.
Published by IT Pro Portal on 28th February 2019. Author: Graham A. Jarvis.
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