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BizReport | Ecommerce April 19, 2013

E-commerce: Little problems cause biggest issues

If you can't easily find what you're looking for in a store, you leave, right? According to new research from Redwood Software, the same behavior is to be found online. ... >>

BizReport | Social Marketing April 16, 2013

78% of Australian SMB marketers plan increase in social media use

A recent survey in Australia of more than 200 small businesses found that over three-quarters plan to spend more time and energy on social media activity over the coming 12 months. ... >>

BizReport | Loyalty Marketing March 20, 2013

Brand loyalty trumped by customized customer service

Brand loyalty is being trumped by customized customer service experiences, according to a new consumer survey by inContact and Harris Interactive. The findings reveal that over half of consumers would switch brands based on customer service options.... >>

BizReport | Social Marketing March 08, 2013

30% of top brands have dedicated customer service account on Twitter

New research from social media analytics firm Simply Measured reveals that it's not only Facebook being used by top brands to bolster customer service. Twitter, too, is a popular platform on which almost a third of brands now have dedicated... >>

BizReport | Trends & Ideas February 18, 2013

Skeptical consumers seek out brand, product realities

Are today's consumers more skeptical of marketing communications? There's a growing trend for digging up as much information on a brand or product as possible from multiple sources; information that could make or break a sale or relationship.... >>

BizReport | Ecommerce January 31, 2013

93% of consumers consider real-time live help valuable to customer experience

A recent survey by LivePerson of almost 6,000 consumers across several countries has revealed that, while price and affordable delivery options play an important part in online purchase decisions, the online customer experience can make or break a sale. In... >>

BizReport | Ecommerce December 17, 2012

81% of European shoppers would spend more for superior customer experience

Price plays an important role in the decision making process, but the vast majority of shoppers would pay extra for a superior customer experience, according to the results of a recent report by software firm Oracle.... >>

BizReport | Ecommerce November 21, 2012

Shoppers shun stores for online to get better customer service

Consumers pick ecommerce over bricks-and-mortar stores because, reveals the ClickFox 2012 Holiday Customer Service Audit, they feel they get better customer service online. ... >>

BizReport | November 08, 2012

Performance of UK online customer service in decline

There is much room for improvement in online customer service in the UK, according to new research from customer interaction technology firm Eptica, with half of the country's leading company websites failing to address standard customer questions. ... >>

BizReport | November 02, 2012

Play.com: Younger consumers seek customer service via social

While many UK consumers turn to email or the telephone for customer service, a new study from Rakuten's Play.com reveals younger consumers are more likely to turn to social.... >>

BizReport | Social Marketing October 26, 2012

Study: Shoppers want customer service through social media

When it comes to customer service, a dedicated phone line doesn't top the list of consumer demands any longer. According to new data from NM Incite people want immediate action - not to wait on hold for long periods of... >>

BizReport | October 23, 2012

Firms need preventative strategies to pre-empt social media crises

A flurry of activity on Facebook and Twitter could mean good news for a business, but it could also signal the start of a social media crisis. A new feature from Conversocial alerts marketers and customer service teams to upticks... >>

BizReport | Ecommerce September 12, 2012

Online shoppers demand the immediacy, personal contact of live chat

Online shopping is efficient and convenient, and can save time and money, but there is one thing missing - someone around to tap on the shoulder when help and advice is needed. ... >>

BizReport | Ecommerce September 10, 2012

Over half of U.S. shoppers use live chat prior to purchase

A recent report from Boldchat reveals the rise in use of live chat on ecommerce websites and how many turn to live chat to help make their purchase decision. ... >>

BizReport | Social Marketing July 19, 2012

Brands must up their social media response performance

More research highlights the expectations of consumers using social media to communicate with brands. Arnold Worldwide has shown that most consumers expect an answer to a question or comment left on social media.... >>

BizReport | Ecommerce July 05, 2012

Drumbi: Great customer service motivates US shoppers to buy more

A new infographic, put together by consumer experience service Drumbi, reveals that many consumers would spend more with a company that provided a great customer service experience.... >>

BizReport | Social Marketing June 26, 2012

Study: Delight consumers with public customer service responses via social

For those marketers who haven't yet got the message that consumers expect a response from brands to which they complain or compliment via social media, here's another piece of research to further push the message home.... >>

BizReport | Social Marketing June 21, 2012

Socialbakers reveals disappointing social media customer service response times

More research reveals the poor response consumers are experiencing from firms' social media channels. Socialbakers shows how most companies are missing out on a prime opportunity to engage consumers.... >>

BizReport | Social Marketing June 19, 2012

Social media customer service lacks speed, attentiveness

Companies must urgently address their social media customer service offerings. Social media is increasingly becoming the channel of choice for consumers looking to air their grievances or ask companies a question. However, as many studies show, companies aren't being as... >>

BizReport | Social Marketing June 13, 2012

UK: Consumers turn to social for service but no-one's listening

When it comes to online customer service in the UK via social channels, it seems the lights are on but no-one's listening. Despite more customers turning to social media channels to air their complaints or ask questions, the vast majority... >>

BizReport | Loyalty Marketing May 29, 2012

First contact resolution a must for successful customer service

Great customer service can boost key online metrics and is important to success in today's social climate. As consumer expectations rise, tolerance for poor service decreases. ClickFox's second annual Consumer Tipping Points survey reveals what customer service issues frustrate consumers... >>

BizReport | Social Marketing May 22, 2012

Survey: 70% of social media complaints ignored

Social media is increasingly becoming the go-to place for consumers to make complaints or seek out customer service, but A T Kearney's Annual Social Media Survey reveals that many companies are ignoring this fact.... >>

BizReport | Social Marketing May 18, 2012

18 million Brits turn to social media for customer service needs

Social media could one day oust call centers as the place for consumers to go to air their grievances towards a company, according to a new consumer survey by Fishburn Hedges and Echo Research.... >>

BizReport | Ecommerce May 16, 2012

Despite recession UK luxury shoppers to spend more in 2012

Higher levels of confidence making purchases online along with increasing levels of good service are driving consumers in the UK to continue spending on premium and luxury goods, despite the country's slide back into recession.... >>

BizReport | Social Marketing March 29, 2012

Social media is new customer service frontier

More and more consumers are turning to the likes of Facebook and forums to voice complaints and search for information, according to a new report from TNS, drastically changing the face of customer service. ... >>

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