What does it take to exceed customer expectations when it comes to ecommerce customer service? Speedy responses in all communication channels, as well as handling returns well, make the difference, according to the latest StellaService benchmarks ranking of ecommerce customer service.
Ecommerce company L.L. Bean took top honors in the rankings, which rate online retail companies in five customer service areas: phone, email, chat, shipping and returns. Bean ranked in the top 10 for all of the service areas except shipping, where it did not make the top 25.
So what makes for great ecommerce customer service? Customers want to get help fast, and L.L. Bean delivers. Customer service representatives consistently answered phone calls in less than 30 seconds, and replied to emails in slightly more than one hour. Compare that to the overall average for online clothing sales: four out of 10 such companies take more than 12 hours to respond to emails, while three out of 10 take more than two minutes to answer the phone.
Ease of returns also helped L.L. Bean’s customer service excel. Returns are processed in an average of six days, and customers receive prepaid shipping labels with their orders for maximum convenience.
Boost your own ecommerce customer service quality by:
Want to check out the rest of the top 10 retailers with the best ecommerce customer service? In descending order:
L.L. Bean’s domination over so many high-end online retailers proves that you don’t have to be a big business to provide great customer service — you just have to care.
Want more assistance growing your business online? Join the Web.com Small Business Forum for free access to our library of ebooks, the latest industry news and support from other business owners, entrepreneurs and working professionals. Join a Group to ask questions, share your opinions and grow your network! Visit Web.com to learn about our full range of affordable website design and online marketing services.
Karen Axelton is Chief Content Officer of GrowBiz Media, a media company that helps entrepreneurs start and grow their businesses. Visit her company’s blog at SmallBizDaily.com.