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FreshDirect bolsters mobile messaging technology

BY CSA STAFF

Leading online grocer FreshDirect has selected Single Touch Systems to leverage the technology-based mobile media solutions provider’s Reminder Messaging Product.

The messaging program includes implementing order status, delivery status and service notifications.

With more than 1 billion messages sent since inception, Single Touch’s Reminder Messaging suite is the flagship of the tech company’s product offerings. According to Single Touch Systems, its technology provides companies with the opportunity to establish a more trusted relationship with its customers by direct mobile messaging.

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Wal-Mart launches money transfer service between stores

BY Dan Berthiaume

Bentonville, Ark. – Wal-Mart Stores Inc. is launching a new store-to-store money transfer service that will put it in competition with Western Union and other companies. Called Walmart-2-Walmart, the new service will be operated by Ria Financial Services, a subsidiary of electronic payments company Euronet. It will start on April 24 and allow customers to transfer money to and from more than 4,000 Walmart stores nationwide for what the retailer says is up to 50% less than similar offerings on the market.

Walmart-2-Walmart offers a fee structure with two pricing tiers: customers can transfer up to $50 for $4.50 and up to $900 for $9.50. Walmart-2-Walmart leverages the retailer’s existing footprint and technology, and is powered by Ria, the licensed money transfer operator for all Walmart-2-Walmart transactions. Walmart acts as the authorized agent of Ria.

“After listening to our customers complain about the high fees and confusion associated with transferring money, we knew there had to be a solution,” said Daniel Eckert, senior VP of services for Wal-Mart U.S. “Walmart-2-Walmart brings new competition and transparent, everyday low prices to a market that has become complicated and costly for our customers. We’re doing what we do best – launching a new service that challenges the status quo and drives down prices for our customers.”

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Survey: LLBean.com climbs to top of March online customer service rankings

BY Dan Berthiaume

New York – L.L.Bean was ranked number one in online customer service in March 2013. According to monthly benchmark analysis from customer service analysis provider StellaService, LLBean.com showed strength in email and returns, besting all other retailers in those specific service areas.

LLBean.com replied to emails in about 30 minutes on average in March and scored an impressive 97% for issue resolution. As for returns, the retailer issued refunds in about six days. In addition, JCrew.com received top ranking in the phone category, connecting StellaService analysts to a live agent in an average of 39 seconds and scoring 100% for issue resolution. And for the first time, UrbanOutfitters.com was best among all retailers in shipping, delivering in about three days on average.

Looking at combined scores for all four service areas in benchmarks, the following were strongest overall:

Top 10 – March 2014

1. LLBean.com
2. JCrew.com
3. CasualMale.com
4. Zappos.com
5. Fab.com
6. RalphLauren.com
7. SierraTradingPost.com
8. Shopbop.com
9. Net-A-Porter.com
10. Cabelas.com

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