Holiday Shipping Cutoff Dates for Top 40 Retailers; StellaService Sees Some Dates Changed

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Dates in this post were updated at 8:30 a.m. ET on 12/20

StellaService has noticed a few retailers shifting their stated holiday cutoff dates.

StellaService has surveyed the sites of top retailers to determine the last opportunity to order products to be delivered by Christmas Day via standard shipping. You may remember that StellaService ordered products at the last minute last season and found 8 retailers that missed delivery.

StellaService Analysts have found several retailers that have changed their dates in recent days. For example:

HP – Previously served a pop-up window showing the cutoff date as 12/17. On 12/4 they rolled out a holiday shipping page in the customer service portal showing the last day to order with standard shipping as 12/16. On 12/10, HP changed the date back to 12/17.

Ralph Lauren – Moved from 12/21 to 12/19. On 12/13 they moved the date back to 12/21.

Target – On 12/3 they provided an explicit cut-off date of 12/20, but removed that date on …

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How CARiD Empowers Call Center Agents During the Holidays

During the holidays, success for CARiD comes down to communication. It’s important that the team in the contact center understands what is happening in the warehouse so they can help the customer to the best of their ability. “As a management team, we need to give them that information, otherwise we fail them and they fail the client,” said Ryan Gronile, CARiD’s customer service manager.

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Live Chat is Popping Up on More Ecommerce Sites This Holiday Season

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StellaService has noticed several large retailers add Live Chat support in recent weeks, suggesting they’re looking for an advantage in the contact center during the busy holiday season.

StellaService Analysts have been able to initiate Chat with American Eagle, H&M, J.C. Penney, The Limited and Tory Burch for the first time in recent weeks. While Chat isn’t always available, it’s definitely being used as an alternate channel when appropriate.

And, as with other retailers, Chat is proving to be a fast, efficient channel. StellaService data shows all five retailers have been able to achieve response times faster than Phone and Issue Resolution rates that best those of Email support.

In October, we investigated how the Chat landscape has changed and found that 13 retailers added the channel in the 18 months prior.

“Chat offers retailers greater flexibility than traditional phone support,” Emily Kolodner, a senior research associate at StellaService, wrote. “A …

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Black Friday – Cyber Monday Phone Support Study: L.L.Bean Answered Calls in 9 Seconds

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During the busiest shopping weekend of the year, L.L.Bean’s customer care team connected shoppers to a live representative in an average of 9 seconds. The retailer had the fastest phone support among 40 major retailers tested in StellaService’s annual study of phone support from Black Friday through Cyber Monday.

L.L.Bean, J.Crew, Saks Fifth Avenue and Amazon were the only retailers to rank in the top 10 performers for Black Friday, Cyber Monday and the full four-day measure.

StellaService Analysts placed five calls at varied times each day to all 40 retailers. Measurements for Total Time To Live Agent include the time required to navigate an interactive voice response system (IVR). Calls were abandoned if analysts were forced to wait more than 20 minutes to be connected to a live agent.

Top Performers: Black Friday – Cyber Monday

  1. L.L.Bean – 9 seconds
  2. J.Crew – 25 seconds
  3. Saks Fifth Avenue – 34 seconds
  4. Lands’ End – 42 seconds
  5. Under Armour – 47 …

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Brooks Brothers Taking a Conservative Approach to Christmas Cut-Off Dates

Brooks Brothers, a consistent strong performer in StellaService evaluations, has been preparing its team for a successful holiday season. Happy Customer had the opportunity to visit with Michael Moseman, Director, Customer Contact Center, about how the company is preparing for the holiday season and its conservative approach to Christmas cut-off dates.

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