Social media looks set to play a more prominent role in customer service responses to online shoppers, according to research by home delivery firm Hermes. The parcels firm conducted a survey amongst its key retail clients, and found that while telephone and email were still the preferred routes to customer service, new communication channels are expected to drive improvements in the future. In particular, two-in-five respondents believe web chat will become more important, with 21% opting for Twitter and 15% […]
Hermes has revealed the timescale for some of its expansion plans throughout 2013 and 2014, in what it hopes will deliver a capacity uplift of around a third.
Hermes has won a contract extension from River Island, covering home delivery of clothes, shoes and accessories ordered online.
Morrisons’ agreement with Ocado to use its new customer fulfilment centre (CFC) in Erith, London, is far from a done deal.