News Report 1

Resende, Patricia. CRM Daily. “E-Commerce Sites are Focusing on Customer Service.” December 1, 2008.


“The customer is always right,” is the slogan the e-commerce sites need to keep in mind. Consumers now days are commanding better customer service. Good customer service is the main reason the customer will remain loyal and recommend your company to future customers. Good customer service might get your customers to purchase again, when a customer receives bad customer service you better believe they tell everyone about how bad your company is. One thing you do not want is bad word of mouth about your e-commerce site.
The economy is playing a factor in how consumers are dealing with customer service. There has been an increasing trend in how consumers are not putting up with bad customer service.
“In fact, this year 87 percent of customers will cut their ties with a company after dealing with poor customer service, compared to 80% in 07 and 68% in 06, according to the Customer Experience Impact Report.”
I know one of the most frustrating things a company can do is to put me on hold with that annoying elevator music. Companies are trying to figure out ways to better serve their customers. Bestbuy.com came out with a new feature called Click-to-Call, which connects shoppers to customer service reps 24 hrs. a day 7 days a week.
Overstock.com started to use Right Now’s Smart Assistance Technology, which reduced e-mails by 72% and allowed other agents to deal with the most important problems. Right Now’s system reads keywords in customer complaint emails and responds to the customer with multiple answers to their problems.
In today’s economy the key to retaining customers and generating good word of mouth is customer service. “The Customer is always right,” needs to be the focus for e-commerce sites and if it’s not the e-commerce site will fail.