Chris Meneze, President-CEO Motif Inc. speaks on "Transforming Customer Support from the Bottom of the Totem Pole to the Top" at the Online Retailer Expo, Australia

Online, July 6, 2010 (Newswire.com) - July 5, 2010. California, USA

Motif Inc, the business and knowledge process outsourcing company's President and CEO, Chris Meneze, shares his insights about transforming customer support from a cost to revenue-focused center when he speaks on 8 July 2010 at the Online Retailer Expo and Conference in Sydney, Australia.

The cost-to-revenue framework moves retailers away from the current siloed approach and integrates the sales-marketing-service functions. It leverages support and web analytics to enhance revenues without incurring extra cost.

"Strategic integration which ensures that all customer touch points are utilized to maximize customer conversion-to-sale has a marked impact on revenue enhancement," says Chris Meneze. "As a critical human touch point, customer support has a strong role to play in enhancing revenues through sell, cross-sell and up-sell. This requires moving the support function up the totem pole from service optimization to service differentiation to revenue enhancement," he adds.

With online conversion-to-sale rate below 3% and cart abandonment rates at over 50%, online retailers stand to gain by taking advantage of all the customer touch points.

Presentation Details:
Title: Transforming Customer Support from the Bottom of the Totem Pole to the Top
Time & Date: 3.45 PM, 8 July
Location: Sydney Convention & Exhibition Centre

Delegates are also invited to visit Motif's Booth# 11 for a detailed discussion regarding Motif's outsourcing services in customer support, online fraud prevention, social media services and business services. Motif is the silver sponsor at the conference.