2013 will be the biggest online Christmas shopping year in history, many expecting the £10bn mark to be passed.
With the opportunity inherent, companies face challenges, from shipping to staffing.
But during and after the sales are made, customer service becomes one of the main headaches for companies. If an omnichannel strategy is missing, cue disappointed and increasingly vocal customers.
The customer service expectations of consumers in the UK and beyond has been revealed by Zendesk in a study polling 7,000 people in seven countries. The participants were aged 18-64, with 1,000 surveyed in each of the U.K, U.S., Australia, Brazil, France, Germany and Japan.
The data suggest that British customers demand the highest-levels of customer service in Europe. The data also reveal much about preferred communication channels and what good customer service can do for a brand.
In this post I’ll be looking at the growing importance of self-service. I'll look at some brands that do it well, and some that don't, and offer advice as to what self-service entails.
Research recently carried out by Zendesk indicates that over 50% of customers want self-service and 67% prefer self-service to speaking to someone.
Combine this with the fact that self-service is cheaper than web chat, which itself is significantly cheaper than a running a call centre, and it's definitely a trend we'll see continue online.
There has been a lot of talk about Twitter's potential as a medium for customer service over the years, but there has also been a lot of skepticism because of Twitter's limitations. Beyond the fact that tweets can contain only 140 characters, there are other inconveniences, such as a lack of threaded conversations.
But Zendesk, the maker of a popular web-based help desk solution, wants its customers, which include companies like Rackspace, Groupon, SAP and even Twitter itself, to be able to use Twitter if they'd like.