Firms Believe Holidays Lacked Customer Service and FulfillmentCiting e-commerce's holiday shortcomings in customer service and fulfillment, online customer service firm netCustomer.com announced this week a partnership with Logistix to develop integrated customer service and fulfillment systems.
The Fremont, CA-based companies say that e-business customer and fulfillment services have been underdeveloped around the industry, therefore creating a ripe b-to-b market. Logistix will carry out the fulfillment end of the programs, while netCustomer.com will run the customer service.
Both companies look to develop improved fulfillment programs and capitalize on the delivery difficulties widely experienced by online retailers during the holidays. On the customer service end of the marketing agreement, netCustomer.com cited a Jupiter Communications survey recently said that 90 percent of online customers wanted human interaction.