Tony McGrath
13 April 2011
According to MyHermes, recent research by the Payments Council show that the typical U.K shopper makes 22 online shopping trips per year.
Manchester Confidential adds that businesses are increasingly using the internet as their main income generator. Online sales stand at around 8 per cent of total U.K. retail sales, one of the highest percentages in the developed retail world.
The media outlet predicts this number to increase to more than 10 per cent by 2014.
However, when online shoppers have questions, it's paramount that a company's customer service representatives be well-trained and maintain the consistency of the brand, MyHermes notes.
Suzy Radcliffe, Wolff Olins retail strategist, tells the news source that customer service reps should also be empowered to fix problems and ensure whatever they say dovetails with the values of the business, since getting these factors right can bring a number of commercial benefits.
Radcliffe further explains to the news source that a business looking to boost online sales should make sure its representatives create a superb delivery experience. This quality, combined with top-notch problem solving, will justify that the employee is right for the job.
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