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Many online consumers want help from a live person when shopping online. In fact, 44% of online consumers say that having questions answered by a real person while in the middle of an online purchase is one of the most important features that a Web site can offer. A successful chat implementation can drive diverse business goals, including increasing average order values, reducing abandonment, shortening sales processes, increasing customer satisfaction, and reducing customer service costs. Reactive and proactive chat implementations can be a complex processes, requiring the alignment of multiple business areas. This teleconference is a must for eBusiness & Channel Strategy professionals who are considering implementing reactive and/or proactive chat or those who want to refine their current offering to increase its effectiveness.
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Vendors mentioned: ATG, LivePerson, nGenera, TouchCommerce
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Many online consumers want help from a live 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 s
From a customer service perspective, right-channeling means providing your customers with satisfying service through the lowest-cost channel. For most eBusinesses, improving right-channeling requires expanding online customer service options. eBusiness pr
Developing cohesive online customer service has never been more important. Expanding the role of online customer service can achieve multiple objectives including lifting brand favorability, supporting upselling and cross-selling, and serving as a valuabl
As eCommerce sales operations mature, we find many online executives turning more attention to online customer service. Today, email is the most commonly offered online customer service channel on retail Web sites, followed by order tracking and frequentl
Consumers connect to the internet on 14.1 different devices, platforms, and channels. The combination of these three elements increases the possibilities logarithmically. While the current landscape is nuanced, the future complexities will be even greater as the types of devices, platforms, and channels expand.Businesses do not have unlimited resources to serve their customers in every possible place, let alone every interface (e.g., direct messaging, voice) where they access internet services.This webinar helps digital business executives use Forrester’s 3D Connected Consumer model to make smart digital experience device, platform, and channel investment decisions.Key takeaways:Use Forrester’s POST methodology to make technology channel decisions.Leverage customer data cuts from Forrester to make smart, data-based decisions.Break free from device-anchored experiences.Own as many moments as you can — and borrow the rest.Target audience level: intermediate
Increased customer interest in crypto-assets will move them into the mainstream in 2022. Inflation challenges not seen since the early 1980s will prompt wealth managers to train advisors on how they can better serve clients. As technology continues to accelerate, incumbent firms will add to their capabilities by acquiring wealthtechs rather than replicating solutions in-house. A saturated special-purpose acquisition company (SPAC) market will lead to a movement to protect the retail investor. In this webinar, we explore Forrester’s predictions for wealth management in 2022. Key takeaways: Learn Forrester’s predictions for wealth management in 2022. Understand how wealth management firms are responding to the challenges of inflation, the attractions of crypto, and the pitfalls of SPACs. Learn how forward-looking investment management institutions and wealthtechs are driving change today to remain relevant with digital technologies.
Join Sucharita Kodali and Fiona Swerdlow for a recap of the 2021 end-of-year holiday season. In this webinar, we review insights about the season to inform your planning for Holiday 2022. Key takeaways: How US and UK consumers felt about the season overall Highlights from 2021 Black Friday and Cyber Monday events Initial thoughts on areas to work on for Holiday 2022 Target audience level: intermediate
