On-demand webinar

Mastering the post-purchase experience: Insights & best practices from the UK’s top 100 retailers

Discover how leading e-commerce brands are using data and AI to overcome rising acquisition costs, optimize customer experience, and drive long-term growth.

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July 3, 2024

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Series summary

In this webinar, we dive deep into the latest findings from our comprehensive study of the UK’s top 100 online retailers. Discover how these leading brands are shaping the post-purchase experience, from innovative shipping solutions to cutting-edge customer care.

Our expert panel includes Jonathon Huggett from Salesupply, and Angus Knights and Alex Cogswell from parcelLab, who will share their wealth of knowledge and practical advice. Learn from the personal experiences of our test order shoppers and gain insights into industry trends, customer expectations, and the critical role of post-purchase engagement in driving customer loyalty and satisfaction.

The adoption of technology in customer service is notable, with 66% of large online retailers employing chatbots to handle queries. Despite this, our study reveals that half of the online shops take over five minutes to respond to customer calls, indicating that while automation is prevalent, the effectiveness and responsiveness of human interactions require significant enhancement.

Understand how automation can revolutionise customer interactions and streamline your operations, and gain insights into clear and effective communication during the shipping and returns process, ensuring a seamless customer experience.

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