- 28 March 2019
- Transport / Logistics Services
Australian online retailers that invest in next-generation customer service tech are more likely to out compete their rivals in what is a tightening economic environment.
The insights come from two previous winners of Australia’s favourite online retailer competition, run by Australia Post. The Australia Post ORIAS People’s Choice Award is a platform for online retailers to raise their profiles.
The online retailer Koh credited the updating of its customer service software to it doubling revenue in the last year. Adam Lindsay, who recently expanded the eco-friendly cleaning products brand to the UK, said “If you don’t service existing customers properly, you’ll have to deal with a leaky bucket – and therefore spend more time and money on acquiring new customers”.
Kogan.com, which took out the 2018 Award for best large online retailer, reiterated its commitment to embracing data-driven insights to improve its customer service capability. Daniel Beahan, Director of Customer Care, said Kogan.com considered itself a statistics business masquerading as an eCommerce company.
“Data is key to unlocking our customer expectations and it is our mission to understand the wants and needs of our customers better than any other online retailer,” Mr Beahan said.
“Company growth relies on us delighting our active customer base time and time again, and our mission remains to make the most in-demand products and services more affordable for all Australians.”