SmartHub® eCommerce Report - Customer Service for Online Retailers
ATLANTA, Oct. 29, 2013
ATLANTA, Oct. 29, 2013 /PRNewswire/ --Innotrac Corporation (NASDAQ: INOC), a
best-of-breed commerce provider integrating digital technology, fulfillment,
and contact center solutions to support global brands, today announced the
release of its latest SmartHub® eCommerce benchmarking analysis. The new
release focuses on the customer service experience including multiple studies
conducted in June and August of 2013.
SmartHub®, Innotrac's proprietary benchmarking tool, provides clients and
strategic partners with intelligence and analysis of the online retail
purchase cycle. The studies evaluate over 225 leading merchants across 81 data
points, tracking the entire eCommerce experience from ordering, to shipping,
packaging, customer service, and returns.
"In our latest study we wanted to take a closer look at customer service
within the new commerce landscape," said Melissa O'Keefe, Sr. Director of
eCommerce and Marketing at Innotrac. "Live chat, email support, visibility to
in-store inventory and policy knowledge, are all things that consumers expect
from retailers. It's not just about shopping when and how they want anymore,
for today's consumers; it's about total engagement with their brands on their
The current release includes evaluates live customer service capabilities of
the phone and chat channels for the retailers in our study. Among the
oContrary to the expectations of 69% of consumers, only 37% of retailers in
the study offered live chat support.
oLive agents for retailers with both online and brick-and-mortar stores
were able to provide information about local store inventory 59% of the
oOnly 4% of customer service interactions included promotional or marketing
SmartHub® benchmarking studies are published every 6-8 weeks. To download the
full white paper, go
Innotrac Corporation, founded in 1984 and based near Atlanta, Georgia, is a
best-in-class commerce provider integrating digital technology, fulfillment,
contact center and business intelligence solutions to support global brands.
Innotrac's fulfillment, order management and contact center solutions are
integrated with all major web platforms, and seamlessly integrate with any
required partner technologies. The Company employs sophisticated order
processing and warehouse management technology and operates eight fulfillment
centers and one call center spanning all time zones across the continental
United States. Innotrac Europe GmbH has a network of fulfillment centers,
call centers, and returns processing facilities with operations in the UK,
Germany, France, Denmark, Sweden, Poland, Austria, Italy, Switzerland,
Ireland, Spain and the Netherlands. Connect with Innotrac at www.innotrac.com
Information contained in this press release, other than historical
information, may be considered forward-looking in nature. Forward-looking
statements are subject to various risks, uncertainties and assumptions.
Please refer to the Risk Factors discussed in Innotrac's 2012 Annual Report on
Form 10-K and other filings on file with the Securities and Exchange
Commission. Innotrac disclaims any intention or obligation to update or
revise any forward-looking statement whether as a result of new information,
future events or otherwise.
Senior Manager Marketing & Public Relations
SOURCE Innotrac Corporation
Press spacebar to pause and continue. Press esc to stop.