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Ecommerce Response Times

twitter RESPONSE TIMES -UH- TOP 10 RETAILERS IN THE UK BASED ON THEIR AVERAGE TWITTER RESPONSE TIME 1. B&Q 9 MINUTES 2. Sainsbury's 14 MINUTES 3. M MORRISONS 20 MINUTES 4. Argos 34 MINUTES 5. ASDA 1 HOUR, 9 MINUTES 6. MARKS & SPENCER 1 HOUR, 22 MINUTES 7. TESCO 1 HOUR, 36 MINUTES 8. неМЕВASE 2 HOURS, 55 MINUTES 9. The co-operative 9 HOURS, 3 MINUTES 10. John Lewis FAILED TO RESPOND TO 1 OF THE 3 TWEETS MOST HELPFUL: FAILED: B&Q JOHN LEWIS ASKED QUESTIONS TO SPECIFY PROBLEM DIDN'T RESPOND TO 1 OF THE 3 TWEETS MOST FRIENDLY: 5 MOST INFORMATIVE: MARKS & MORRISONS SPENCER ADDED LOTS OF SMILEY FACES :) ADDED LOTS OF SMILEY FACES :) MULTIPLE ACCOUNTS? BRANDS HAVE STARTED USING SEPERATE HANDLES FOR THEIR CUSTOMER SERVICE: 63% 2% @BandQ @BandQ_help + @Argos_online @ArgosHelpers + @TheCooperative @CooperativeFood + OF BRANDS HAVE OF BRANDS DON'T @Asda @AsdaService Team MULTIPLE ACCOUNTS + HAVE AN ACCOUNT "Having different Twitter accounts makes a brand more human, HUMAN as the customer knows it is a person on the other end and that TOUCH they are specialists in resolving the problem you are facing." - Gina Horton, Brandwatch Marketing Executive Co-operative & Asda left names with some tweets but were MORE LIKELY TO GET POSITIVE inconsistent. 4X CUSTOMER FEEDBACK BY HAVING NAMED REPS IDENTIFYING THEMSELVES THAN USING THE OFFICIAL TWITTER HANDLE NAME CUSTOMERS EXPECTATIONS OF BRANDS THIS GOES UP TO 72% 89% 53% OF CUSTOMERS IF IT'S A WHO ASK A BRAND A COMPLAINT QUESTION VIA TWITTER EXPECT A RESPONSE OF CUSTOMERS ARE 'MORE WITHIN 1 HOUR SATISFIED' WHEN THEY GET ANSWERS ONLINE HOWEVER ONLY OVER 1 MILLION PEOPLE VIEW TWEETS 36% ABOUT CUSTOMER SERVICE EVERY WEEK. REPORT HAVING ISSUES SOLVED QUICKLY & EFFECTIVELY ROUGHLY 80% OF THOSE TWEETS ARE VIA SOCIAL MEDIA NEGATIVE OR CRITICAL IN SOME NATURE. & 92% of customers in the UK have switched at least one business in the past year due to poor customer service... Customers are twice as likely to share their ba experiences with customer service than their good. At Veego, we understand that customer service is important. So we've investigated top 10 retailers in the UK, and then tested them to see whether they live up to their titles in terms of customer service. veeqo We targeted them over Twitter from multiple accounts, with 3 different queries, at 3 different times in the day - you know, to make sure it's a fair and consistent study. We then timed how long they took to respond to these customer questions, and ranked them in a new order, from fastest to slowest. SOURCES: THE DRUM // BIZREPORT //CONVINCEANDCONVERT // ECONSULTANCY // Helping Online Retailers SYNTHETIX //SENTIMENTMETRICS //HELPSCOUT // AMERICANEXPRESS Ship More in Less Time

Ecommerce Response Times

shared by veeqo on Apr 06
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Research to measure the response times of e-commerce brands to customer queries.

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