Business Services Industry
Online customer service catches up. (Online Service).(Answerthink tracks Web retail customer service)(Brief Article)
Customer Interface, March, 2002 by Fraser, Sarah
If your experience with the customer service of retail Web sites was better during the 2001 holiday season than it was in 2000, then you're not alone. The research firm Answerthink tracked a "major" improvement in Web retail experience in the 2001 holiday shopping period, thanks largely to the implementation of these customer service tools: storing frequently used shipping addresses and billing data; offering express checkout; providing the ability to access product availability; and featuring gift registry and/or wish lists.
Answerthink points to a direct correlation in its research between the sites offering these services and improved customer satisfaction scores. Retail Web sites offering multiple shipping options saw customer ratings soar to 93...
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