My company has over 150 different webshops (websites) across the world. We are looking at integrating our electrician community into each webshop as a support model. The community allows our customer to talk to peers and get help from our experts. Right now we have live chat within some webshops, but that’s it. We really don’t have anything in place that would allow customers to go for self-help. I’m trying to build a case that basically says, If a customer needs help, and couldn’t get help then they would leave the site and not come back. But if you have some kind of self-help, the customer would have a good experience and will keep coming back to the webshops. If they don’t then you have a good chance of losing them because they didn’t get what they needed and their questions were not answered from the site. Below are some things I would like to see:
- Is there data showing how important it is to have a place for the customer to go and ask question and get an answer quickly on an eCommerce site? Is there a dollar amount to say, you will lose X number of dollars if you don’t have a good self-help in place? Is there any data showing, you will gain X number of dollars if you build a good support / self-help model in place?
- Is there screen shots, data or best practices to show, from an integration standpoint, on where community and or self-help should show up on eCommerce sites?