Dive Summary:
- The E-tailing Group, a company that analyzes the customer service options and performance of the top 100 online retailers, has declared that customer service has improved overall for most online retailers.
- Notable improvements include home page access to customer service phone numbers, up-to-date stock status of shopping cart items and simplified return processes.
- PayPal has also been incorporated as a payment option for 56% of online retailers surveyed, as compared to 46% last year.
- Zappos.com and Frontgate.com made the top ten for the 2nd year in a row.
From the article:
"... More online merchants are giving consumers more options when it comes to customer service, and presenting those options more clearly on their e-commerce sites, The E-tailing Group finds in the latest edition of its annual mystery shopping study. The study analyzes the customer service options and performance of 100 top online retailers and was conducted during the fourth quarter of 2012. ..."
