Sick of Being Told to Go Climb a (Phone) Tree?

Avg Hold Time

Ever been told to “Go Climb a Tree“?  Well, we have and it’s quite rude.  Unless you’re remarkably dense (or you’re a squirrel), being told to go climb a tree is something no online shopper should experience.  With that in mind, why are so many retailers eschewing good customer service and essentially telling us to do just that? 

Using data for the power of good, we’ve come up with some interesting customer service facts about the use of phone-trees and how it impacts retailer call hold times.  Only 21 of the Internet’s top 100 retailers connect shoppers directly to a live agent. That list expands to 22 if we also include 1-800 CONTACTS, which falls just outside the top 100 at #101 (We’re especially impressed that a business that bears its customer service phone number as its name, which leads to even higher call volume, steers clear of an IVR to ensure the best possible experience for shoppers).

Unfortunately for shoppers, …

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