Report: Phone-based customer service takes time

New York – Phone-based retail customer service can prove to be a time-consuming exercise. According to a new infographic from StellaService, during more than 54,000 customer service calls the company placed to retailers during 2013, a total of 17 days were spent on the phone navigating interactive voice response systems and 49 days were spent waiting for a live agent, more than double the 24 days spent waiting in 2012.

StellaService also ordered 11,800 products from retailer websites and received 2,800 free deliveries. And out of 54,000 email inquiries, StellaService caught more than 4,900 spelling errors in email replies from retailer customer service departments.

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