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Efficient Multichannel Management Could Increase Online Sales by 20% According to Report Sponsored by AtentoMADRID, March 6, 2017 /PRNewswire/ -- Atento S.A. (NYSE: ATTO), the leading provider of customer relationship management and business process outsourcing services (CRM/BPO) in Latin America, and one of the three top providers worldwide, has sponsored the eCommerce Evolution and Prospects in Spain 2017 report, which identifies the use of multiple channels as one of the main trends in electronic commerce in Spain. According to the conclusions of the study performed by the Observatorio eCommerce and EY, 70% of online businesses opt for multichannel sales and state that efficient multichannel management allows them to increase sales by between 15% and 20%, a trend which is on the rise in 2017. Additionally, the report reveals an increase of six percentage points compared to 2015 in the number of online businesses that use customer satisfaction tools. Over half of the businesses surveyed, 56%, already have this type of tool to establish channels of direct contact with their customers, which allows them to obtain direct feedback on the purchase processes and helps create a better customer experience. The report also noted the importance of the value of emotions in interactions with the customer, and how humanizing these channels is going to continue to be essential in the future, beyond the sophistication of new technological tools that enable companies to provide customer service without human interaction. One of the other important aspects mentioned by the report is the exponential growth in the use of user support and information tools during the online purchasing process. With the aim of preenting shopping cart abandonment, online businesses have incorporated mechanisms that are present at the customer's moment of truth, and which are helping drive sales. Thus, the number of eCommerce businesses that have incorporated an online customer service chat function has nearly doubled, from 27% in 2015 to 45% in 2016. According to the study, 90% of online stores surveyed have forecast profit increases in 2017, and 65% forecast an increase in their average transaction. Furthermore, 63% forecast that the increase in their sales will be greater than 10%, while 25% believe sales may increase by up to 10%. About the Report About the Observatorio eCommerce About Atento
To view the original version on PR Newswire, visit:http://www.prnewswire.com/news-releases/efficient-multichannel-management-could-increase-online-sales-by-20-according-to-report-sponsored-by-atento-300418580.html SOURCE Atento S.A. |