The state of email customer service for eCommerce companies in 2020 

As the eCommerce industry becomes more competitive as barriers to entry shrink, consumers are less loyal and it’s easier than ever to switch to a competitor, putting a priority on the customer experience is now required to build and grow a business. Support is now as critical as providing a high quality or unique product, or fiercely competing on price. 

This Customer Service Benchmark Report uncovers how 2,000 of the world’s largest ecommerce companies provide customer support on the leading support channel: email.

In this groundbreaking report, we’ve analyzed the availability of email support, responsiveness and when given the chance, which eCommerce companies will show empathy to a customer in need.  We found that only 59% of eCommerce companies offer support on email, and of those, 30% ignore customer emails altogether.  Here are some of the other most important findings that CX leaders need to know: 

  •  3 in 4 companies do not show any compassion to a customer in need
  • eCommerce companies in APAC provide the best customer service, resolving tickets almost 1.5X as compared to eCommerce companies in EMEA
  • eCommerce companies in the Luxury Goods industry outperformed companies while Consumer Electronics companies trail the rest.
  • 1 in 2 companies respond to customer inquiries in the first 6 hours

Customer service is no longer a nice-to-have; it’s a must to effectively compete and create a loyal customer base, eCommerce companies need to prioritize customer support. Learn how eCommerce companies are performing today, and how to turn customer support into a competitive differentiator. 

Download your copy of the Customer Service Benchmark Report: eCommerce Edition today! 

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