Speed, cost, and seasonal increase in volume are the biggest holiday shopping season pain points for retailers.
This according to a new survey by Simplr, which looked at the pulse of small-medium sized e-commerce retailers handling customer service inquiries to determine how businesses were getting ready for the holiday shopping season. The survey also identified opportunities and challenges facing online retailers.
Many of today’s retailers are small businesses who have a brick and mortar and online presence. Addressing the customer service needs for both segments is equally important, but handling customers who may be on the other side of the world requires different tool sets.
In an emailed press release, Eng Tan, CEO of Simplr, said the survey wanted to understand how businesses approached the holidays, especially the growing contingency of businesses online.
Tan adds, “Our goal with this survey was to obtain data around the pain points and opportunities that small-medium sized businesses are seeing, particularly around areas that customer support touches, that can be leveraged to better understand the challenges they are seeing and how services like Simplr or others in the ecosystem can step in to help.”More Online