To survive and thrive, eCommerce sites must compete on customer service
When I was a kid there was nothing more normal than shopping in a big department store. In one place you could buy a bedspread, a new washing machine, a toaster, and a new suit. Each department was stocked with high quality brands, and often there was a member of staff with decades of experience […]
Helping a client through controversy
What happens when your website is suddenly hit with hundreds of unexpected, angry messages? Thankfully this isn’t a typical event for most brands, but it can happen to anyone. If it ever does happen, one thing to keep an eye on is the human cost. Customer service agents are valued employees, and asking them to […]
