E-tailers missing a trick by neglecting out-of-hours shoppers
The merit of online shopping is that it is convenient and fast, eliminating the need for a trip to a bricks-and-mortar store, looking for the correct item, and standing in a queue to check out. However, e-commerce is not fail-safe, and without a salesperson available to help, consumers require a range of communication channels for occasions when automation fails or insufficient information is available. The question is, are online retailers providing adequate services and at the right times?
7 December 2017