E-commerce product returns


Published on 03 August 2012 by in Thought Leadership

In the last 12 months the revolution in consumer behaviour has left many businesses in its wake, unable to keep pace with expectations. In many situations, today’s consumers actively reject traditional channels of communication, preferring instead to interact and self-serve in other ways. This is why almost half now find the phone the most frustrating service channel while 60% consider web self-service as their first port of call. These and many other key facts are summarised in this infographic round-up of key trends and indicators, which highlights the growing importance of web self-service to consumers. Increasingly, users are turning to live support and online self-service as a hassle-free and efficient way of addressing their problems and queries.

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