A new online secret-shopper study shows retailers what customer communication tactics work best—and what retailers should avoid.
Smith’s secret-shopper experience found that retailers don’t always make it easy for shoppers to contact them by means other than phone support. Smith observed that most retailers prominently display toll-free numbers, but they tend to bury chat buttons and e-mail tools several layers deep in the Web site.
Secret-Shopper Expedition Reveals Live Chat Trends
By Vangie Beal, June 23, 2009