By Jake Novick, Senior Research Associate, StellaService
While many are still worrying about what costume to wear for Halloween, we know that every retailer is already looking ahead to the more important holiday, which, by the way, is only 78 days away. Analysts are predicting that this will be yet another record year for ecommerce sales so, as we demonstrated in our Q3 report, preparation is key.
Not just preparation, but also a commitment to paying attention to the details.
Nearly half of shoppers prefer to communicate via email, which is the most challenging channel for retailers based on several metrics. One way we measure attention to detail on the email channel is asking multiple questions and noting when an agent addresses all of our inquiries directly on the first response. This helps us understand whether a retailer’s agents are giving adequate attention to all questions within an email rather than sending it off quickly with a templated response.
In August, we turned up …