Christmas 2013 is predicted to be the most digital ever with online sales set to exceed £10billion for the first time, and conversion rates – those who buy online after shopping – to reach a five-year high of 5%.
Retailers will see a surge in customers turning to social channels to express dissatisfaction with the online experience. With 42% of Twitter users expecting a company response within an hour, social customer service needs to be fully embedded as a viable communication channel in time for the Cyber Monday surge.
Our webinar discussed best practice tips for:
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