It's no secret that great customer service is top priority for retailers. With so many customer service channels offered — in-store, call center, social, mobile, live chat — and high customer expectations, brands have their work cut out for them. Across all demographics, however, self-service channels seem to be the most popular for customers (and retailers). Not only does this trend minimize costs for companies, it also leads to greater customer satisfaction.
In last week's Retail Online Integration webinar, How to Make Your Customers Fall in Love With Self-Service, John Lawson, CEO of ColderICE Media and author of "Kick Ass Social Commerce for E-Preneurs," discussed the current state of the self-service revolution, what it means for retailers and how to make your customers fall in love with it.
"When we talk about some of the old-school ways of doing things, even in a live-chat window, a lot of them don't work in the mobile environment," Lawson said. "And mobile is making us rethink everything. And when you realize that one in three visitors that come to your site now are coming from a tablet or smartphone, it's starting to make us rethink everything that we're doing."
Want to learn more? Download the full webinar here.
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