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
- L.L.Bean – 9 seconds
- J.Crew – 25 seconds
- Saks Fifth Avenue – 34 seconds
- Lands’ End – 42 seconds
- Under Armour – 47 …