Online reviews have never been more prevalent than they are today. Just take one look at the popularity of review websites such as TripAdvisor, Amazon and Which?, and you’ll see that their influence is immense. There’s no denying that online reviews are an important part of the modern customer journey. Naturally, every business wants good …
eDesk Newsdesk is a weekly series where we share a round-up of online retail trends, expert perspectives, and the odd chuckle or two along the way. Week 6: July 22nd (2021) With extreme weather-related events continuing to seriously impact some parts of the world and Jeff Bezos passing the Kármán Line, it’s interesting to see …
Customer experience is one of the most important factors in the success of a business. This is because offering a good customer experience leads to increased customer loyalty, redacted churn, and an increase in profits. In fact, research has shown that 86% of customers are willing to pay more for a better experience. That’s why …
In customer service, nothing beats a personal connection. That said, there are some customer service tasks that can now be automated using new artificial intelligence technologies, in the form of chatbots. In fact, if you’ve ever used chat-based customer service, it’s likely it was with a chatbot – a software application that allows your customers …
The journey of a 21st century online shopper from their initial research to viewing and then purchasing a product is complex and difficult to predict. Before making a purchase, a consumer is likely to zig-zag across multiple shopping channels and platforms – from Amazon to eBay, via eCommerce stores and Facebook, using a desktop computer, …
With a focus on the future and a nod to the past, last week’s IRX Engage Summit was a gift for multichannel sellers. The live agenda sessions were a great watch and they’re now available on-demand. To give you a taste of what you might have missed, here are the highlights from our session: Accelerated …
“The customer is always right” is an old customer service adage we’ve all heard countless times. It can come across as a bit of a cliché, but it means a lot more than just observing basic customer service principles. It reminds us that customers are the lifeblood of every business; that is, without customers, you …
If you’re a customer support professional, your number one priority is providing an excellent customer experience. But even if you think you’re winning at customer experience, it’s essential to put some formalised key performance indicators in place (KPIs) so that your evidence isn’t just anecdotal. Using the right customer experience metrics will provide the insight …
If you’re running a digital business, the chances are you’ve thought about, or at the very least have heard about, conversion rates. Conversion rates are one of the key performance indicators (KPIs) used to determine how well an eCommerce business is performing. More specifically, conversion rates are an important metric because they provide insights into …
IRX Engage Summit (5-9th July 2021) will bring the most relevant, current and valuable insight into the technologies to help your online brand grow. Have you registered for this free-to-attend event yet? Packed with live and on-demand panel discussions and practical workshops, the digital event has something for everyone. With big-name speakers from our partner …
Email has made our lives so much easier in immeasurable ways, yet it can still be tricky getting it right, as tone and intent can’t always be conveyed accurately in writing. People might misconstrue a short message as being curt or brusque, for example, when really all you’re doing is trying to save them time …
Naturally, every business wants its customers to leave each interaction feeling happy and fulfilled. The benefits of having happy customers go beyond the moment! They’re wide-reaching and long-lasting. And they can even help your business grow. The better your customers’ experience, the more likely they are to return for more and become loyal customers. This …
ECOMWORLD 2021, the largest online event for the eCommerce industry, takes place June 28th-29th. Are you attending ECOMWORLD 2021, the largest online event for the eCommerce industry? This digital conference is focussed on tactics and actionable strategies for building, growing and scaling profitable eCommerce businesses in 2021. With tracks on all things digital retail, from …