Migrating Merchandising from Catalog to Dot-com

CUSTOMER SERVICE: 98 percent surveyed sites provided “E-mail Us” functionality, and 96 percent listed contact information. Making it easy for customers to communicate with you is imperative in gaining their trust and confidence.

Order tracking: 82 percent help improve the post-order performance of sites; this is critical for customer retention. Note, too, that immediate e-mail confirmation will reduce associated call load while keeping customers informed. Catalog call centers are evolving into customer care centers as e-merchants begin to offer real-time live help (20 percent) using e-mail, chat or telephony.