Customer Experience Articles

Not to be confused with “customer service,” “customer experience” describes the overall impression your business makes on a customer. From the ordering process to the unboxing experience, every stage in the customer journey is ripe with opportunities to create a positive customer experience that leads to repeat purchases, improved brand perception, and more. In this section of our 3PL blog, you can find all of our articles related to customer experience strategies and best practices, such as How to Leverage Customer Feedback for Strategic Improvements, and Little Things you can do to Retain Customers.

5 Live Chat Benefits for Your E-commerce Business

May 8, 2019  Published by

If you’re still undecided about adding a live chat option to your e-commerce site, it’s probably time you get off the fence. Why? Because consumers are a chatty bunch. When it comes to communicating with companies, today’s consumers want a variety of options across multiple channels, according to a recent study from customer service firm Gladly. They also expect zero repeats and one answer. That may seem like a tall order, but today, the quality of your company’s customer service is what sets you apart from the pack. In fact, Gladly found that 54% of consumers make decisions based on…... View Article

5 Tips for Reducing Customer Service Call Duration

December 20, 2017  Published by

Your call center is a critical part of the overall customer experience you provide. If you opt to outsource your call center management, you need to consider the provider’s capabilities before partnering with them – and average call duration is one of the most important metrics to consider. Generally, shorter is better. Reducing the amount of time your customers stay on the phone for customer service inquiries is a win-win. Your call center will be able to handle higher volumes, while customers save time and have a better experience. For optimal call duration, your call center or call center provider…... View Article

How to Leverage Customer Feedback for Strategic Improvements

September 13, 2017  Published by

Customer feedback is vital in any business or industry – after all, the customer is always right. Acting on the feedback you collect through reviews, emails, social media, and surveys not only helps you adapt to shoppers’ preferences; it also shows that you value their input. Below are some of the major areas where you can use customer feedback to make improvements. Products Customer feedback can help shape your decision-making around merchandise strategy. While the exact approach will depend on your inventory and audience, it’s best to start broad. Start by examining overall customer sentiment according to product category to…... View Article

Advantages of Customer Contact Centers

May 10, 2017  Published by

As the ecommerce industry continues to evolve, so too do approaches to customer service. For example, self-service support – where customers use FAQs, user forums, site content, or other means to solve a problem or answer a question without the assistance of customer service staff – is more popular than ever. While this approach to customer service certainly has benefits, it may be detrimental to make self-service content the sole focus of your customer service efforts. Self-service content works best when it’s supported by a customer contact center. The two work together – call centers provide personalized service and fill…... View Article

The Bedrock Principles of Customer Service Philosophy

July 27, 2016  Published by

Ecommerce has been the source of so many shakeups in the retail industry, and customer service is a great example. Years ago, concepts like educating customers about your brand and products and guiding their purchase process without real-time interaction was hard to imagine. Now, there are many online tools and solutions to facilitate ecommerce customer service… but these don’t make those services “better” necessarily. Rather, your company’s vision of customer service and accessibility are critical for lasting success. [more] These core principles should be a part of any ecommerce company’s big picture approach to customer service: Attitude Even though customers…... View Article

Little Things you can do to Retain Customers

February 17, 2016  Published by

In ecommerce, returning customers are your bread and butter. Once the hard work of getting their attention, trust, and first purchase is completed, they tend to buy more (and more often) from you. In fact, returning customers generate about three times more revenue than new customers. Keeping customers engaged and coming back to your site is critical for ecommerce success. Internet marketing efforts like email newsletters and a social media presence are good for accomplishing this, but the other half of customer retention is providing customers with a good experience the first time (and every time) they purchase from you.…... View Article