March 15th marks World Consumer Rights Day, which aims to raise global awareness about consumer rights and needs. “Consumer Rights Law is constantly evolving to cater to the demands of ecommerce. Three years ago, we experienced what the government called the “biggest overhaul of consumer rights in a generation”, which brought legislation up to speed for the 21st century by extending consumer rights into digital content for the first time,” comments Marie Sagarzazu, Country Manager at iAdvize.
“This shift in legislation has empowered consumers to demand a higher quality of customer service from online retailers, and retailers in turn have been prompted to deliver in order to remain competitive and maximise sales. Among others, the Consumer Rights Act states that customers hold “the right to be informed” and “the right to consumer education”,” she adds. “Chatbots or online customer service assistants are a great way to make sure customers find exactly what they’re looking for, and that they come away happy with their order. Conversational marketing tools can help to empower the customer to make the right decision, and feel informed in doing so. As the term “call centre” turns 35 years old this year, consumers are seeking a much more user friendly alternative to contacting a customer service helplines or trawling through generic FAQ pages.”
iAdvize is a conversational marketing platform that connects customers or prospects in need of advice with experts who are available 24/7 via real-time messaging. Established in 2010, iAdvize is the European market leader in its space and is used by more than 600 businesses across 60 different countries around the world.
