Web-based chat: the good, the bad, and a very ugly user experience

I often hear the topic of web-based chat come up both in conversations with customers, and my digging through the web. Some of our customers have already implemented it, some are considering it, and some know it’s not for them. Given the fact that it’s so easy to implement (in most cases a simple code snippet is all that’s needed), it can seem like a great “quick win”. I thought I’d share a...

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What's new from Commerce Vision

It’s been a little while since I looked at our very newest features so I thought this week was a good time to give you a quick rundown of some of the handy new features available to you.

 

Separate display options for Desktop, Tablet, and Mobile

A recent update means you can now specify banners not just for mobile and desktop, but tablet as well. This is a great way to make the best use of the...

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Change management in the world of B2B

In many instances, the line between B2B and B2C has blurred into non-existence. Whether that’s due to the gravitation towards eCommerce (which doesn’t allow for the traditional business-led information drip) or because technology allows our offices to be anywhere and everywhere is up for debate. Either way that blurred line has led to a focus on user experience and customer expectations in the...

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Doing right by a wronged customer

I had a disappointing experience recently and it got me thinking about the nature of dissatisfied customers, and how you can turn their negative experience into an opportunity.

 

You know what they say – “a happy customer tells a friend, an unhappy customer tells the world.”

 

If you think about the companies you deal with every day, there are three main groups:

 

  • A few stand out ones (those...
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Why should a customer buy from you: a thought experiment

As part of making sure I’m writing blogs that speak to the problems faced by you, my intrepid eCommerce explorers, I spend a bit of time each week scrolling through the questions asked on various platforms like Quora. While some questions are very specific, quite a few are just variations on the same theme:

 

“How do I get customers in (insert saturated market) to buy from me?”

 

Because I’m the...

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Take your customer somewhere

Photo by Chetan Vakharia

We’ve all had this moment. Someone is asking you to trust them. To let them take you on a journey and show you something. You hope it will be something amazing. Whether it’s getting in the car and going or a more metaphorical journey, there’s still that first spark of expectation.

 

There’s nothing worse than spending all those hours in the car, or all that time...

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So long and thanks for all the fish

This is it. It’s time to look back on all we’ve achieved and say goodbye.

 

Too dramatic? Probably.

 

Alright, so we’re only saying goodbye until January, but we have definitely covered a lot this year. I’m seeing so many of you progressing in your eCommerce journeys and you really have become true adventurers. I thought I’d use today to shout out some of our most engaging (and sometimes...

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Right information, wrong time!

I’ve been gallivanting around the east coast recently visiting customers. On the plane back home, I ended up having an interesting conversation about user experience with my seat neighbour. They had been arguing with their team lately about the idea of adding product information into their on-hold music. One part of their team wanted to use it as another method to talk to customers about their...

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Santa got his dates wrong, but that's good news for you!

It’s feature week again in CV-land and there’s one or two things I’ve been hanging out to show you! Because I have the patience of a 6 year old on Christmas day, let’s get straight into it.

 

Price slider is no longer just for price!

As of version 4.00 you can use that price slider for metadata other than price. Got products with a PSI rating? Or flow rate? How about voltage, or even weight? So...

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The machines are coming

We’ve been seeing the influx of machine intelligence for years. From things as simple as predictive text to game changers like Artificial Intelligence, the next machine age has been steadily marching across our screens for the past decade and the pace is only accelerating. But what does that mean for you? Honestly, I think nothing but good things - IF you’re willing to adapt.

 

Having an...

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