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