Google has long been trying to find a way to take better advantage of its online retail outlets. The company has taken steps to better monitor customer service ratings thanks to a new partnership deal with online service ratings vendor STELLAservice. That company will be taking in all kinds of information from online customers who shop with and buy items from one of the myriad of Google’s Trusted Stores and partner merchants.
STELLAservice has been in the customer service rating business for quite a while and has managed to be recognized as one of the best in the business thanks to their innovations in the area. Just last fall the company unveiled monthly benchmarks. These benchmarks are used to rank the top performing online customer service performers across the United States.
With that said Google hopes that STELLAservice’s programs will help their customers feel more confident when they are making purchases from stores they are not familiar with.
The deal between Google and STELLAservice means that the search engine giant will be able to get access to Stella’s customer service data. Google will then be able to make that data available to its customers. In a recent release from STELLAservice the company outlined exactly how the partnership will work.
"Starting today, Google will license data from STELLAService Inc., an independent provider of customer service ratings and analytics for online retailers, to help shoppers better understand the service quality of online merchants big and small," the statement said. "STELLAService customer service performance data will be used within Google offerings, including Google Trusted Stores, a selective certification program that helps shoppers identify the best online stores."
Google is hoping that access to these customer service ratings will allow it to take on the big daddy of all online retailers in Amazon.com. The company acknowledged that its old customer rating feedback system was community driven and was not particularly trustworthy to customers who were new to a given retailer.