We’ve previously written about the successful customer experiences StellaService Excellent-rated Coach.com delivers over live chat. Not only are they fast, but they’re thorough. In our September 2013 study, the high-end accessories retailer was the only site to rank on both the top 10 list for speed and top 10 for issue resolution, a StellaService metric that measures whether the Analyst’s issue was fully resolved. From the report:
This retailer answered all of our Analysts’ live chat inquiries in less than 12 seconds. For live chat as a service channel, Coach.com is setting the bar in the online retail space, spending time to not only assure their systems are connecting customers with live agents quickly, but also that the agents are well-prepared to answer multiple questions from customers.
Last week, StellaService Seal Account Manager Melissa MacAlister received her new iPhone 5s in the mail and was shopping online for a new case.
She found the “iPhone 5 case in Waverly …