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SmartHubA® ECommerce Report - Customer Service For Online Retailers

ATLANTA, Oct. 29, 2013 /PRNewswire/ -- Innotrac Corporation (NASDAQ: INOC), a best-of-breed commerce provider integrating digital technology, fulfillment, and contact center solutions to support global brands, today announced the release of its latest SmartHub® eCommerce benchmarking analysis.  The new release focuses on the customer service experience including multiple studies conducted in June and August of 2013.

SmartHub®, Innotrac's proprietary benchmarking tool, provides clients and strategic partners with intelligence and analysis of the online retail purchase cycle. The studies evaluate over 225 leading merchants across 81 data points, tracking the entire eCommerce experience from ordering, to shipping, packaging, customer service, and returns.  

"In our latest study we wanted to take a closer look at customer service within the new commerce landscape," said Melissa O'Keefe, Sr. Director of eCommerce and Marketing at Innotrac.  "Live chat, email support, visibility to in-store inventory and policy knowledge, are all things that consumers expect from retailers.  It's not just about shopping when and how they want anymore, for today's consumers; it's about total engagement with their brands on their terms."

The current release includes evaluates live customer service capabilities of the phone and chat channels for the retailers in our study.  Among the findings:

  • Contrary to the expectations of 69% of consumers, only 37% of retailers in the study offered live chat support.
  • Live agents for retailers with both online and brick-and-mortar stores were able to provide information about local store inventory 59% of the time.
  • Only 4% of customer service interactions included promotional or marketing messages.

SmartHub® benchmarking studies are published every 6-8 weeks.  To download the full white paper, go to  https://www.innotrac.com/news/smarthub-benchmarking-study-october-2013-customer-service-for-online-retailers/.

About Innotrac

Innotrac Corporation, founded in 1984 and based near Atlanta, Georgia, is a best-in-class commerce provider integrating digital technology, fulfillment, contact center and business intelligence solutions to support global brands.  Innotrac's fulfillment, order management and contact center solutions are integrated with all major web platforms, and seamlessly integrate with any required partner technologies.  The Company employs sophisticated order processing and warehouse management technology and operates eight fulfillment centers and one call center spanning all time zones across the continental United States.  Innotrac Europe GmbH has a network of fulfillment centers, call centers, and returns processing facilities with operations in the UK, Germany, France, Denmark, Sweden, Poland, Austria, Italy, Switzerland, Ireland, Spain and the Netherlands. Connect with Innotrac at www.innotrac.com or http://www.linkedin.com/company/innotrac.

Information contained in this press release, other than historical information, may be considered forward-looking in nature.  Forward-looking statements are subject to various risks, uncertainties and assumptions.  Please refer to the Risk Factors discussed in Innotrac's 2012 Annual Report on Form 10-K and other filings on file with the Securities and Exchange Commission.  Innotrac disclaims any intention or obligation to update or revise any forward-looking statement whether as a result of new information, future events or otherwise.

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