Online Customer Service - News and Blog

It seems fair to say that we can now start using the term ‘recession’ openly, without being called pessimists. The question is: what are you going to do about it?

To find out, you only need to figure out whether you are going to be an ostrich, or an owl.

You’ve probably already guessed where I’m going with this one…

It has long been believed that to deliver high levels of customer satisfaction, a company needs to have satisfied staff.

But is this true?

If you were told by your government that you were too successful and that you would have to pay an additional tax, would you be happy?

Probably not.

Last week, I couldn't resist purchasing another computer. I found a great deal on a refurbished Dell through the Dell Outlet.

It's my first Dell and I'm looking forward to testing it out.

Here, we speak to Thomas Cook e-commerce director Russell Gould about the company's efforts to increase conversion rates online, including user reviews, video and a recently-launched co-browsing service.

When done correctly, blogging can be valuable to a company, providing benefits for SEO and customer service. As long as it is done well, that is.

Many companies have now started their own blogs, so should your company follow suit? Very probably. Read on to understand why...

Retention is high on the agenda for companies struggling to make money from cash-strapped consumers, but their words and deeds are not always in tune.

Research from analytics company SPSS suggests that customer retention tops the concerns of executives, with 34% claiming it is their number one priority.

This compares with 8% rating acquisition as their top concern; a remarkable turnaround from last year, when acquisition was rated most important by 40% of participants.

Internet business has changed to meet the demands and expectations of the growing numbers of online shoppers, shifting their pounds from the high street to the internet.

Initially loved for its price driven advantages, the internet was where you turned to for the £8 CD album and cheaper electronics. But with many high street stores now offering the same prices as their online counterparts, the internet is no longer always cheaper.

Online retailers still tick the convenience box in the minds of shoppers, but how can this be pushed further?

As head of 3D experience at ABN Amro, Popke Rein Munniksma is experimenting with virtual worlds as an opportunity to promote the bank’s brand and cut the costs of internal meetings.

Here, we ask him about ABN Amro’s virtual world investments beyond the much-maligned Second Life, the challenges of gaining internal acceptance within his organisation and how he sees 3G technology being used within the firm’s existing websites.

Royal Mail has recently introduced a new online customer service system, 'Ask Sarah', which aims to give customers immediate answers to their queries online.

We talked to Stephen Mitchell, Royal Mail's Digital Operations Manager, about the introduction of the new customer service system and the impressive early results...