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UK eTailers Lagging in Customer Experience Management Preparedness Reveals Talisma Study

LONDON--(BUSINESS WIRE)-- A recent study conducted by Talisma Corporation Pvt. Ltd., a fully owned subsidiary of Campus Management Corp., a global leader in enterprise software and services for higher education institutions, has revealed that although the online retail industry is poised to grow significantly in the next four years, service providers in the segment are not yet ready to rollout engaging customer experience initiatives. This initiative is an annual industry benchmark study covering over 50 leading online retailers in the UK and conducted by leading customer experience management solutions provider Talisma Corporation.

Response times, lack of personalised response, absence of self-service options on the Website were just some of the short comings discovered by the survey. In some instances it was found that online retailers were not using the customer’s preferred mode of communication such as chat to a significant extent. This meant that queries were diverted to relatively cost intensive touch points such as phones, leading to delay and cost escalation. Online retailers need to revisit their customer experience framework to retain their industry leadership in these turbulent times.

“The deficiencies identified in this report, if addressed, can go a long way in preparing online retail institutions for embracing a customer experience management framework through personalised and more fulfilling interactions,” said Raj Mruthyunjayappa, Managing Director, EMEA and APAC, Talisma Corporation. “This report should not be viewed merely through the prism of individual interactions, but one should instead look at the broader picture. Interactions form the basis for evolving a fulfilling customer experience program that can be used as a differentiator to establish brand leadership.”

A complimentary copy of the report is available for download at https://rdp.talisma.com/talismapdf/default.aspx

About Talisma Corporation Pvt. Ltd.

Talisma Corporation Pvt. Ltd., a wholly-owned subsidiary of Campus Management Corporation, is the leading provider of Customer Relationship Management (CRM) software for a wide range of industries. Talisma CRM enables organisations to deliver an exceptional customer experience on a global scale through traditional and digital communications channels. Talisma solutions improve customer experience by integrating the power of email, social media, phone, chat, SMS text messaging, print, portal, and Web self-service with a robust and mature Web services platform, comprehensive analytics, and a system-wide knowledgebase.

Talisma serves a variety of industries, including higher education, financial services, travel and leisure, government, business process outsourcing (BPO), and recruiting and staffing. For more information, visit www.talisma.com. To learn more about Talisma’s unique Customer Experience Management approach visit www.talisma.com/cem.

Talisma Corporation Pvt. Ltd.
Devdutt S. Manay
Bangalore, Karnataka
+91 96110 25577
DevduttM@talisma.com

Source: Talisma Corporation Pvt. Ltd.