Have you ever tweeted a complaint or concern to an online retailer and waited an eternity for a response?
While STELLAservice, which measures and rates online customer service performance, isn’t saying which retailers are the worst offenders, it is heralding the most responsive, and Zappos.com and LLBean,com are at the top of the list.
Zappos and LLBean answered 100 percent of mystery customers’ tweets within 24 hours, during a 45-day period that started in April, according to the STELLAservice study, which was reported by CNET.
Overstock.com and Dell.com responded to 98 percent of tweets, while Best Buy answered 89 percent of tweets. Other companies among the top 25 online retailers responded to an average of just 44 percent of customers’ concerns.
“By failing to take Twitter seriously as a customer service channel, companies may be inadvertently ignoring some of their best customers at their own peril,” the research company’s chief executive officer, Jordy Leiser , said in a statement. She said online consumers share bad customer service experiences with others.
Researchers also rated retailers with the quickest response to tweets, and Zappos also led the pack.with an average response time of 54 minutes, followed by Best Buy at 1 hour and 47 minutes, and Overstock at 1 hour and 53 minutes.