CXM Editorial TeamCXM Editorial TeamApril 18, 2019
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5min1067

Customer service has always been a critical tenet of any business model, and the internet is beginning to take centre stage in terms of exposure alongside revenue generation.

However, the entire concept of client relations is changing at what can only be called a breakneck pace. This is partially due to the increased level of online competition. Visitors who feel that their needs are not being catered to will simply look elsewhere in order to procure quality products or services.

This is why the concept of engagement needs to be taken very seriously. What changes are taking place and why is it critical to choose the best ecommerce platform for your organisation?

The demanding nature of the Millennial generation

Millennials now represent a significant demographic, and their numbers continue to grow. Coincidentally, this population segment also tends to be the most fickle and challenging in terms of securing a sale (and for good reason). They are well aware of the technology at their disposal. No longer is a visitor willing to wait 20 or 30 seconds for a page to load. In the event of a question or problem, they expect relevant and helpful answers. So, there is little room for error.

In the past, the majority of customer service solutions involved nothing more than a generic page addressing the most frequently asked questions. This is no longer sufficient due to the ‘organic’ nature of the buyer-seller relationship. The needs of the individual should be addressed as opposed to presenting blanket support in the hopes that it will remain sufficient. There are several ways in which this can be accomplished:

 

  • Real-time chat windows with a live representative
  • Dedicated email addresses for different topics (such as sales issues or technical faults)
  • Social media profiles to enhance real-time interactions


The main issue is that these solutions can be difficult to implement for those who lack the time or the financial flexibility. This is why adopting robust e-commerce solutions is essential.

Targeted and agile e-commerce solutions

E-commerce software was previously defined as architecture meant to expedite the sales process. While this is still relevant, many flexible solutions such as those engineered by Shopify have taken a broader approach to the entire concept.

No longer are these applications limited to online transactions alone. They now provide an all-around means to interact with customers and to present products in an eye-catching manner. In other words, they are intended to streamline the entire notion of client engagement. This is also why e-commerce bundles are absolutely essential in this day and age.

The truth of the matter is that nothing can replace a quality product or service. Still, what takes place ‘behind the scenes’ in regards to customer engagement is now extremely important. Businesses which are able to embrace this decidedly human touch are bound to enjoy sustainable success in the future. There is no better time than the present to implement these techniques in order to meet and exceed the expectations of an online audience.


Paul AinsworthPaul AinsworthMarch 1, 2019
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3min841

Poor product visualisation is preventing almost a quarter of B2B customers from making purchases online, according to a new report.

E-commerce agency PushON surveyed 500 key business decision makers from up and down the country and found that although the majority of B2B customers (78 percent) actually prefer to shop online, 22 percent have to travel to purchase goods in-store because online retailers do not offer clear product imagery or effective customer service.

When asked why they shop for business products in-store rather than online, product visualisation came out on top, with 81 percent of B2B customers stating they are able to clearly see what products look like in real life. Over half (55 percent) also prefer in-store customer service and the ability to speak to a member of staff for advice.
Over half (55 percent) of those surveyed expressed a strong desire for B2B e-retailers to invest in the same innovative technologies B2C e-commerce businesses are currently investing in. This includes the implementation of augmented reality (AR) to help them better visualise products online (29 percent), and an increase in artificial intelligence (AI) tools such as chatbots to give them the option to speak to someone in real-time, should they need to (26 percent).

Sam Rutley, managing director at PushON, said: “Although B2B retail is suffering a similar fate to B2C, in that customers are increasingly preferring to shop online, B2B e-commerce undoubtbly has a long way to go if it’s ever going to achieve the same results and levels of customer experience as B2C e-commerce.

“Many B2B customers prefer the in-store experience over online simply because they can see products in real life and interact with an expert, which clearly demonstrates that B2B e-commerce isn’t providing these services well enough yet, if at all. This, coupled with the specific desires of customers for investment in AR and AI technologies proves just how far behind B2C e-commerce B2B is.”




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