Its been a while since I posted on my blog, been pretty busy. Today I came across an interesting article that seems to stress the importance of customer service and interaction above technology. I posted a link at the bottom. Emphasis on hold times (shorter hold times lead to more talking with customers) is most important and that email replies are second to that.
Of the top 100 retailers, the ten companies with the shortest average call hold times are:
- SierraTradingPost.com (6 seconds)
- YOOX.com (11 seconds)
- DisneyStore.com (12 seconds)
- UrbanOutfitters.com (17 seconds)
- Grainger.com (21 seconds)
- Nordstrom.com (21 seconds)
- Fingerhut.com (23 seconds)
- MarketAmerica (25 seconds)
- LLBean.com (25 seconds)
- Cabelas.com (27 seconds)
As I previously wrote on my blog in the past, you can have the greatest web site, web portal, E-commerce, etc. but it still comes down to the direct interaction or relationship with a customer to win the game.
The article was on walletpop.com
http://aol.it/lkHoOv
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