57.5% of all shoppers use the omnichannel service, but only 31.6% describe it as being a smooth process, according to a new report.
The e-commerce technology vendor has appointed Ronald C. Williamson to the job. Williamson has worked at Victoria’s Secret and Netflix.
GSI Commerce Inc. has appointed Ronald C. Williamson senior vice president of customer care. In the newly created position, Williamson will have responsibility for the e-commerce technology vendor’s U.S. customer service operations, which includes four customer service centers and approximately 1,600 agent workstations.
During his career, Williamson has revamped call center processes and implemented customer service technology that has increased operating efficiencies and significantly improved the customer experience, GSI says. Prior to GSI Commerce, he worked at LiveOps Inc., a virtual call center company that deploys technology to coordinate the efforts of 20,000 work-from-home agents.
Before LiveOps, Williamson led the sales and customer service teams at Victoria’s Secret’s Direct division. In addition to Victoria’s Secret Direct, No. 20 in the Internet Retailer Top 500 Guide, he held executive management positions at dELiA*s Inc. (No. 101), Time Warner and Netflix Inc. (No. 17).
“Ron’s deep expertise in direct-to-consumer e-commerce and catalog customer care is a great complement to our current organization and capabilities,” says Bob Wuesthoff, GSI executive vice president of global operations. Williamson reports to Wuesthoff. “One of GSI’s core strategic objectives is to continually enhance the online consumer experience and we are confident Ron will add significant value in this critically important area.”