Search for “Sofa with foot-rest” on a furniture retailer’s website. Get asked: Were you looking for sofa with forest? Isn’t it a delightful experience – for masochists.
Wonder why your product returns are up? Hint: Hot weather in Timbuktu could spur job growth in Michigan!
You know what the link is between the ability of your contact center (and web self-service site) to solve customer problems and the rate of product returns? Knowledge management and findability.
Web retailers justifiably focus on reducing shopping cart abandonment. Real-time customer engagement tools like proactive offers, chat, and cobrowse can surely help here, and so can best practices outside technology. However, you need the shopping cart and the findability horse to “move” product (no pun intended) in a big way. Shoppers go through three distinct steps in their purchase process when they are on a website—find the product they need, decide or select among alternatives (including not buying), and buy….