Understanding the path users take while shopping online is becoming more and more complex every day, with the growing number of tools, channels, media and opportunities arising. To help businesses and managers understand better what’s going on Google recently launched “The Customer Journey to Online Purchase“, a tool that collects and present in a useful yet simple interface data gathered from more than 36,000 Google Analytics accounts.
Live Support is a growing trend both in the customer support area as well as in the eCommerce and retail industry; latest trends show that in Europe eCommerce grew 20% from 2011 to 2012 while in the US the growth was 13% and it’s expected to keep growing worldwide [e-commercefacts.com].
What is an A/B Test?
A/B testing (also known as split test) is a technique used to test the impact of different design/content combination on customers. The main idea is to present different formats to different customers (chosen randomly), to see which one performs better. It’s a concept widely used for landing pages, email marketing or to improve eCommerce funnels.
A Forrester research show that a lot of online consumers want help from a live and real person while they are shopping online; in fact, 44% of online consumers say that having questions answered by a live person while in the middle of an online purchase is one of the most important features a Web site can offer.
Before you decide, it’s important to get your thinking clear about customer service.
A combination of several factors can help determine whether outsourcing your company’s customer service will be a smart move. important considerations include:
From a Research done by American Express is a fact that the 75% of customers have bailed on a transaction or not made an intended purchase because of a poor customer experience!
Do you know that a typical business hears from 4% of its dissatisfied customers?