What are often associated with last-minute christmas shopping are long lines to the checkout counters, narrower store alleys as they are filled with on-sale items, and people and vehicle traffic jams. The result: we find ourselves buying items just for the sake of having something to give our friends and family.

With the onset of online shopping, more and more people are turning to online stores mostly for convenience. Sitting in their comfortable chairs, in airconditioned rooms, people browse items, put them in the shopping cart and pay for them. These items can even be delivered to the recipients without them having to go out of their house. Convenient? Sure!

However, are you sure that you’re giving your online customers the best service there is?

RightNow Technologies offers retailers top five tips to guarantee superb online customer experience:

1. Provide Self-Service. Customers need to get knowledge when they want it ? even on Christmas Day. Make sure your site is easy to navigate and your Frequently Asked Questions section isn?t just a static portal of data.
2. In Stock Notice. Ensure that your site is clearly marked with the availability of products and information such as how long delivery will be. This will help to reduce stress levels when a product customers were expecting doesn?t arrive.
3. Order Process. Does your site enable customers to see where they are in the order process? Are they able to get help at every step of the purchasing process? You need to ensure that the order process is transparent so customers know how many steps they have left, enabling them to gauge how long the process is going to take.
4. Context Sensitive Help. Does your site support your customer to enable them to go from ?browse to purchase?? By providing context sensitive help; knowledge relevant to each page, you will ensure that the online experience is positive for your customer and abandonment rates are lowered.
5. LIVE CHAT. Does your site enable your customer to have direct contact with your contact centre via an instant messenger capability that remembers your last live chat conversation? This will enable your customer to raise any incidents that can be immediately resolved via an online agent that knows the customer?s interaction history.

More customer service experience stories for you.

Check out dancingmango for an interesting online shopping experience with Early Learning Center.

For a not-so-good online shopping experience, let Call Centre Helper tell you the story.

Merry Christmas everyone!

*Photo credit: Morguefile.com