Tis the season for jam-packed malls, aggressive shoppers, and Black Friday stampedes. Shopping in brack-and-mortar stores is a cut-throat game these days. It’s no wonder more consumers are turning to online retailers as a way to beat the holiday rush and peruse a wonderland of possible gifts in the safe confines of their homes or offices.
Consumers spent $38 billion on line in the first quarter of 2011, an almost $10 bilion jump from the first quarter of 2007 when they spent $27.9 billion. But while shopping online might be more convenient and possibly the preferred choice among consumers, it’s doesn’t mean online retailers get to rest on their laurels just yet.
In fact, online retailers have even more to lose if their customer service is not up to snuff. As the infographic below shows, although the online retail industry is doing well, the customers are not as happy as they could be. It’s time for online retailers to beef up their customer service. The only thing they’ve got to lose is money…
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[html]<a href="https://www.zendesk.com/blog/the-high-expectations-on-online-retailers-to-provide-top-notch-customer-service"><img alt="" width="615" height="615" /></a><em>Image originally posted on <a href="https://www.zendesk.com/blog/the-high-expectations-on-online-retailers-to-provide-top-notch-customer-service">Zengage, The Zendesk Blog</a></em>[/html]