Web chat and social media are expected to drive improvements in customer service, according to a survey of online and catalogue retailers, conducted by home delivery firm Hermes.
43 per cent of respondents reported that speed of response or inability to contact customer service are the biggest contributors to dissatisfaction among shopper.
Two in five retailers believe that web chat will become an integral part of customer communication, with Twitter (21 per cent) and Facebook (15 per cent) also expected to become more instrumental.
Dawn Redman, head of customer service at Hermes said: “Enhancing the customer experience is a key driver for all online and catalogue retailers, so we are working closely with our customers to identify and take advantage of the latest innovations within the marketplace.”
