Contact Center Solutions Featured Article

Which Companies do Cyber Monday Customer Service Best?

November 28, 2012

With “Cyber Monday (News - Alert)” (the Monday following Thanksgiving that has become the biggest e-commerce sales day of the year) becoming as big a part of American retail consciousness as the traditional “Black Friday (News - Alert),” it’s no surprise that retailers hoping to stay alive through the following year are relying on the day to make great strides toward completing their end of year sales goals.

But are they prepared for the multimedia onslaught that Cyber Monday brings to websites and call centers? That’s another story, according to an article in the Orlando Sentinel.

According to StellaService, which analyzes customer service performance, last year is a good basis for how e-commerce companies will support their customers this year. On Cyber Monday 2011, it took more than seven minutes on average for callers to reach a live person on the phone. Average call hold times are 139 percent higher than normal on Cyber Monday, StellaService reports.

So what about e-mail response times? Those aren’t generally very good on Cyber Monday, either. Of a list of top retailers, only four responded to 100 percent of the customer e-mail messages sent to them within 24 hours, StellaService reported. These four were: HPShopping.com; Toys ‘R’ Us; Amazon and Overstock.com.

So who did the best job last year in responsiveness to customers on Cyber Monday? StellaService ranks them as follows, with the number of minutes and seconds it took them on average to answer customer inquiries:

1.      Nordstrom.com 00:18

2.      Overstock.com 00:44

3.      LLBean.com 00:46

4.      Zappos.com 01:09

5.      Target (News - Alert).com 01:18

6.      Sears.com 01:22

7.      Amazon.com 01:40

8.      ToysRUs.com 01:59

9.      QVC.com 02:03

10.    Gap.com 02:22

While 2012’s numbers are not yet available, it’s likely that many of these players will appear on the new list. When that information becomes available, we’ll report it.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.




Edited by Brooke Neuman

Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Center Solutions Week in Review: Cloud versus Premises TCO

The headline for the Contact Center Solutions Community week in review kind of sums up one of the biggest top of mind issues in the community. As more and more organizations evaluate moving contact center functionality in whole or in part to the cloud, if you will pardon the expression the total cost of ownership (TCO) calculations can be cloudy. It is why the first item is intended to draw your attention to a September 30, 2014 webinar, How Moving Your Contact Center to the Cloud Eliminates Ris… [ Read More ]
09/13/2014

Customer Experience Management Market Worth $8.39B by 2019

For several years, report after report has highlighted that fact that C-levels around the world have made improving the customer experience a top priority. What executives have come to appreciate is that in a world where the Internet has given buyers more perfect information about their purchasing options, and where the competition is only a click away, differentiated value is increasingly going to be driven by how the customer feels about the buying experience and less on the basis of price. [ Read More ]
09/12/2014

Quantifying the Unquantifiable: What Cost Comes with a Data Breach?

Two studies look at the cost of data breaches but both highlight that contact centers need to be fortified. [ Read More ]
09/12/2014

Mutare Unveils Secure Mobile Chat to Enhance Customer Experiences

In short, companies need to keep up with how customers wish to interact and transact or suffer the consequences. It is why so much attention is now being paid at the highest levels of organizations on assuring that contact centers really do cover in a compelling manner all potential customer touch points, and why the contact center is getting a much deserved makeover. [ Read More ]
09/12/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!