A Year After Merger, OfficeMax Customer Care Now Handled by Office Depot

Screen Shot 2014-11-12 at 12.17.20 PM

Customer care for OfficeMax has officially transferred operations to Office Depot.

StellaService Analysts noticed during the first week of November that calls to OfficeMax’s given customer service phone number were rolling over to Office Depot. Attempts to navigate OfficeMax.com result in a redirect to OfficeDepot.com. StellaService confirmed that all service channels now direct to Office Depot.

Looking at a three month snapshot of performance through October, Office Depot averaged about 90 seconds to connect customers to an agent on the phone, 12 hours to reply to customer service emails and 33 seconds to connect on live chat. Issue Resolution trails the Office Supply category average in Phone and Email, but is strong on chat at 91%. In short, Chat was the best bet for fast, helpful service during that period.

It’s been a full year since the merger of OfficeMax and Office Depot. Chairman/CEO Roland Smith described the combination on an earnings call as “a huge success,” …

Read More

American Express: Customers Spend More At Companies With Great Service

30460286_m

U.S. consumers are rewarding great customer service more than ever, according to the American Express 2014 Global Customer Service Barometer. The survey, which explores consumer attitudes and preferences on customer service, found that outstanding service prompts customers to open both their wallets and their mouths.

More than two thirds of American consumers say they’re willing to spend 14% more on average with a company that they believe delivers excellent service. That compares to 13% in 2012 and 2011, and 9% in 2010, the first year of the American Express survey.

“Good service is good business because it creates impassioned, loyal customers,” Kelly Fisher, Senior Vice President, Relationship Care Strategy at American Express said in a release. “Those engaged customers spend more and share their excitement with others, which often influences their buying decisions. It’s why willingness to recommend a product or company to a friend has become such an important measure for …

Read More

For Holiday Phone Support, Nearly Half of Consumers Expect to Connect in Two Minutes

colourful-phone-receiver

If you’re a retailer making customers wait two minutes or more to talk to a customer service representative on the phone, nearly half of consumers find that performance unacceptable.

To get a better understanding of shopper expectations this holiday shopping season, StellaService conducted a survey of 500 respondents from August 8 to 15, 2014 using Google Consumer Surveys.

When asked “How fast do you expect to reach a customer service representative over the phone during the holiday season?” 48% of respondents said they expect to be connected to a CSR in less than two minutes.

Interestingly, retailers’ ability to hit that mark differs across categories. We pulled the average Total Time to Live Agent by category for November through December 2013.

  • Housewares – 54 seconds
  • Apparel – 1 minute, 30 seconds
  • Hardware/Home Improvement – 1 minute, 32 seconds
  • Toys/Hobbies – 1 minute, 41 seconds
  • Beauty – 1 minute, 42 seconds
  • Department Stores – 2 …

Read More

Amazon Offers Prime Perks to Shoppers on Third-Party Sites

AllSaints_Amazon

The free two-day shipping Amazon Prime members have come to love is now available on third-party sites.

AllSaints, a high-end British fashion retailer, has started offering Amazon Prime members free shipping, the first such public partnership that extends the $99 annual Prime membership to products on sites other than Amazon.com. Amazon Prime customers visiting AllSaints.com (in the U.S. or Europe) will be prompted to use their Amazon account to receive free next-day shipping with no minimum purchase.

Amazon announced the deal Tuesday at a conference called Money2020, reports Re/Code.

The deal is closely associated with Amazon’s payment services, which allows customers on third-party sites to check-out using their Amazon credentials.

Amazon is not handling the packaging or the shipping, which places the pressure on retailers to execute fast fulfillment and consistent packaging.

Re/Code says Amazon has struggled to convince other retailers to sign up for this program. Abercrombie …

Read More

Stella Benchmarks: Kate Spade Tops Overall Rankings in September

Screen Shot 2014-10-29 at 12.02.13 PM

Kate Spade provided the best overall customer service in September, marking the retailer’s first time topping Stella Benchmarks in 2014.

The retailer, known for its handbags, clothing and jewelry, ranked in every area measured across fulfillment and customer care.

Email is where kate spade excelled most, averaging three hours to reply to inquiries from StellaService Analysts. The retailer also achieved 100% Issue Resolution in the Email channel in September. Kate Spade ranked 17th in Phone, 11th in Chat, and 24th in both Shipping and Returns. The retailer was the only to rank in all areas.

Stella Benchmarks includes 138 companies evaluated on a daily basis by StellaService. Customer care channels – Phone, Email and Chat – are measured daily, while fulfillment metrics are measured across multiple orders each month.

Seven companies that did not rank in the Top 25 overall last month earned a spot in September: Cartier, King Size Direct, Costco, Under Armour, Lowes, Ralph Lauren and …

Read More