ANALYST REPORT
Retailers Plan to Expand Online Customer Service Channels in 2010
Retailers Look to Newer Technologies for Online Customer Service
With more than 10 years of online selling, most online retailers have the basics covered when it comes to online customer service. Most retailers are taking an increasingly sophisticated approach to online customer service, looking to newer technologies to provide pre- and post-sales service, support sales, and reduce operational costs.
A study by Forrester Research shows:
- Live help availability is growing
- Social customer service is poised to grow
- Retail customer service is going mobile
- Read where retailers plan to invest in 2010.