The Definitive Guide To Customer Service For Online Stores | ROBIN
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The definitive guide to customer service
The definitive guide to customer service for online stores
  • Introduction
    • 0.1 Preface
    • 0.2 Competitive battle
  • Chapter 1: Principles
    • 1.1 Mind the gap
    • 1.2 Setting ambition
    • 1.3 Busting myths
    • 1.4 The 3 principles
  • Chapter 2: Manifesto
    • 2.1 Setting expectations
    • 2.2 Three elements
    • 2.3 Putting it together
  • Chapter 3: Strategy
    • 3.1 The 4 pillars
    • 3.2 Removing obstacles
    • 3.3 Soft skills
    • 3.4 Operational insights
    • 3.5 Competitive insights
    • 3.6 Strategy summary
  • Chapter 4: Model
    • 4.1 Customer experience
    • 4.2 Simplicity & Flow
    • 4.3 Your home page
    • 4.4 Product pages
    • 4.5 Support content
    • 4.6 Optimizing checkout
    • 4.7 Channel strategy
    • 4.8 Measuring success
  • Chapter 5: Roadmap
    • 5.1 Win with conversation
    • 5.2 Relational shoppers
    • 5.3 Emotional connection
    • 5.4 Human conversation
    • 5.5 The Roadmap

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0.1 Preface
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