Note: this is the first in a three part series looking at the customer service performance of the top 25 online retailers during the 2011 Black Friday through Cyber Monday weekend. View Part 2 (Email Support) and Part 3 (Live Chat Support) for a complete view on how the largest online retailers cared for customers during the big shopping holiday.
Despite the many ways consumers can connect with a company for customer service, the telephone is still the most widely used customer service channel for online shoppers. According to Forrester, 69% of online consumers use the phone when seeking customer service help (followed by 55% who use email).
As a result, we think online shoppers should be especially aware of the findings from our 2011 Cyber Monday Customer Service study. For the first time, STELLAService is providing an unprecedented inside look at which stores provide joyful customer service during the holidays, and which stores are likely to deliver a full-serving of slow, …