E-Tailers Improving at Customer Service
Click-to-call technology has been key to reducing the number of abandoned shopping carts, a study shows.E-tailers are getting better at customer service and delivering usable Web sites, with Overstock, Lowe's, Ralph Lauren and Kmart leading the way, according to a new report from The Customer Respect Group. In the customer service area, one of the things that has gotten the most favorable attention has been click-to-call, with some of the larger merchantsincluding Amazon, BestBuy and L.L. Beanpushing the technology as a way to stop abandoned shopping carts, said Customer Respect Group President Terry Golesworthy.
Why is retail now doing better than some other sectors, such as insurance? Golesworthy said insurance is an example of a vertical that suffers from a history where call centers were discouraged from answering a lot of customer questions. That was because they saw it as robbing local agents of the opportunity to answer those questions and potentially upsell the customer to buy something more expensive.