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 terms."
The current release includes evaluates live customer service
capabilities of the phone and chat channels for the retailers in
our study. Among the findings:
- Contrary to the expectations of 69% of consumers, only 37% of
retailers in the study offered live chat support.
- Live agents for retailers with both online and brick-and-mortar
stores were able to provide information about local store inventory
59% of the time.
- Only 4% of customer service interactions included promotional
or marketing messages.
SmartHub® benchmarking studies are published every 6-8
weeks. To download the full white paper, go
to https://www.innotrac.com/news/smarthub-benchmarking-study-october-2013-customer-service-for-online-retailers/.
About Innotrac
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 or
http://www.linkedin.com/company/innotrac.
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.
Media Contact:
Yolanda Kokayi
Senior Manager Marketing & Public Relations
Innotrac
678-584-4096
ykokayi@innotrac.com
SOURCE Innotrac Corporation
