|By RealWire News Distribution||
|December 6, 2012 09:07 PM EST||
Study uncovers growing chasm between best and worst online retail customer experience
Reading, 6 December 2012: In the run up to Christmas, UK retailers are frustrating shoppers with distinctly average customer service, according to a new study released today. Despite UK online Christmas sales expected to exceed £4.6 billion, top UK retailers are failing to answer questions asked online or sent via email, according to the 2012 Eptica Multichannel Customer Experience Study. The research found that just 48% of retailers could successfully answer basic questions sent via email, while websites could answer just over half (53%) of questions asked online.
The research, carried out by multi-channel customer interaction management software provider Eptica, evaluated 40 leading retailers, spanning the CD/books/DVD, consumer electronics, food and fashion sectors. They were tested on their ability to provide answers to 10 routine questions via the web as well as their speed and accuracy when responding to enquiries sent via email.
It was impossible to contact nearly a quarter (22%) of the companies in the study via email, as they either had removed the opportunity for non-customers to contact them through this channel or email addresses could not be easily found. This was a dramatic change since 2011, when 97.5% of retailers provided email contact details. And it also risks breaking the law - UK Distance Selling regulations state that online retailers must provide an email address on their sites.
Poor email performance continued when it came to response times. On average it took retailers 66 hours, 52 minutes to answer emails, a whole day (24 hours) longer than in 2011. One retailer took over 1 month to reply to an email - although another responded in just 19 minutes, delivering a real competitive advantage. Slow responses have a direct impact on Christmas shoppers, delaying purchases and potentially meaning presents will not be delivered on time.
There was a growing gap between best and worst when it came to online customer service. For example, fashion companies answered three quarters (75%) of questions asked on their websites, while CD/DVD/Booksellers and food retailers scored just 40%. Demonstrating the increasing chasm between companies, one food retailer scored 100%, answering all ten questions successfully - however three companies in the same sector scored just two out of ten.
"In such a competitive sector, a good Christmas can make the difference between survival or failure for hard-pressed retailers," said Dee Roche, VP, Global Marketing, Eptica. "Delivering a first class customer experience is central to winning and retaining sales, but our research found that while some retailers are excelling at service, many seem to be unable to provide answers to even the most basic of questions. It is particularly worrying to see that a rising number of retailers are making it more difficult for customers to contact them via email - not only does this potentially break the law, but it forces consumers to change channels and risks them going elsewhere."
Social media is now a growing channel for customer service - and retailers are embracing it fully. The study found that since 2011, social media use has increased dramatically - 90% of retailers now provide links to their Twitter accounts and 88% have Facebook pages (up from 58% on both networks in 2011). 8% of retailers link customer service to social media channels, allowing shoppers to ask questions of the wider community. This shows there is still room for improvement as retailers look to integrate social media into their wider customer service strategy.
|2012 % answered online||2011 answered online|
2012 Eptica Multichannel Customer Experience Study methodology
As part of the Eptica Multichannel Customer Experience Study 40 company websites across the CD/DVD/book retail, food retail, electronics retail and fashion retail sectors were evaluated in three areas in Q3 2012:
For their ability to answer ten basic, sector-specific questions via their website. These included:
- What is your last order date for guaranteed Christmas delivery?
- Do you price match?
- Can I order online and pick up instore?
- Can I return duplicate presents?
On the speed and accuracy of their response via their email channel
How they integrated links to sites such as Facebook, Twitter and forums into their overall customer service strategy.
An infographic illustrating the results of the Eptica Customer Experience Study can be downloaded at http://www.eptica.com/IMG/jpg/RetailMultichannelExperience.jpg
As well as retailers, the Study surveyed websites across the insurance, travel, consumer electronics manufacturers, utilities, telecoms and banking sectors. The full 2012 Eptica Multichannel Customer Experience Study report can be downloaded from http://www.eptica.com/Customer-Experience-Study-2012.html
 Source: IMRG http://www.imrg.org/ImrgWebsite/User/Pages/Press%20Releases-IMRG.aspx?pageID=86&parentPageID=85&isHomePage=false&isDetailData=true&itemID=8493&specificPageType=5&pageTemplate=7
 Source Office of Fair Trading http://www.oft.gov.uk/business-advice/treating-customers-fairly/dshome/web-compliance-tips/
Eptica is the leading European multilingual solution for Customer Interaction Management including Web Self-service, Social Customer Service, Email Management, Chat, Fax-Letter- SMS and Knowledge management for Customer Service. Available on premise or SaaS, Eptica software enables website and customer service channels to improve quality of service, resolve enquiries faster, reduce costs and maximize every sales opportunity. Today more than 370 customers, including some of the world's largest brands, in 15 countries, use Eptica solutions to deliver excellent customer service at much lower cost. Eptica's customers include: Dixons, Domestic & General, Haven Holidays, Republic, Panasonic, Virgin Holidays, Capita and Ageas Insurance Solutions.
Eptica is based in the UK, France, Spain and Singapore and operates worldwide through its network of partners. Eptica was awarded the Deloitte Technology Fast 500 EMEA in 2009 for the third consecutive year. The company's continuing innovation and strong performance resulted in Eptica's inclusion in Gartner's 2011 and 2010 Magic Quadrants for Web Customer Service.
There are many considerations when moving applications from on-premise to cloud. It is critical to understand the benefits and also challenges of this migration. A successful migration will result in lower Total Cost of Ownership, yet offer the same or higher level of robustness. In his session at 15th Cloud Expo, Michael Meiner, an Engineering Director at Oracle, Corporation, will analyze a range of cloud offerings (IaaS, PaaS, SaaS) and discuss the benefits/challenges of migrating to each of...
Mar. 2, 2015 03:30 PM EST
The industrial software market has treated data with the mentality of “collect everything now, worry about how to use it later.” We now find ourselves buried in data, with the pervasive connectivity of the (Industrial) Internet of Things only piling on more numbers. There’s too much data and not enough information. In his session at @ThingsExpo, Bob Gates, Global Marketing Director, GE’s Intelligent Platforms business, to discuss how realizing the power of IoT, software developers are now focu...
Mar. 2, 2015 03:15 PM EST Reads: 1,412
Containers and microservices have become topics of intense interest throughout the cloud developer and enterprise IT communities. Accordingly, attendees at the upcoming 16th Cloud Expo at the Javits Center in New York June 9-11 will find fresh new content in a new track called PaaS | Containers & Microservices Containers are not being considered for the first time by the cloud community, but a current era of re-consideration has pushed them to the top of the cloud agenda. With the launch ...
Mar. 2, 2015 03:15 PM EST Reads: 508
Operational Hadoop and the Lambda Architecture for Streaming Data Apache Hadoop is emerging as a distributed platform for handling large and fast incoming streams of data. Predictive maintenance, supply chain optimization, and Internet-of-Things analysis are examples where Hadoop provides the scalable storage, processing, and analytics platform to gain meaningful insights from granular data that is typically only valuable from a large-scale, aggregate view. One architecture useful for capturing...
Mar. 2, 2015 02:00 PM EST Reads: 1,400
SYS-CON Events announced today that Vitria Technology, Inc. will exhibit at SYS-CON’s @ThingsExpo, which will take place on June 9-11, 2015, at the Javits Center in New York City, NY. Vitria will showcase the company’s new IoT Analytics Platform through live demonstrations at booth #330. Vitria’s IoT Analytics Platform, fully integrated and powered by an operational intelligence engine, enables customers to rapidly build and operationalize advanced analytics to deliver timely business outcomes ...
Mar. 2, 2015 01:45 PM EST Reads: 1,270
DevOps is about increasing efficiency, but nothing is more inefficient than building the same application twice. However, this is a routine occurrence with enterprise applications that need both a rich desktop web interface and strong mobile support. With recent technological advances from Isomorphic Software and others, it is now feasible to create a rich desktop and tuned mobile experience with a single codebase, without compromising performance or usability.
Mar. 2, 2015 01:15 PM EST Reads: 1,194
SYS-CON Events announced today Arista Networks will exhibit at SYS-CON's DevOps Summit 2015 New York, which will take place June 9-11, 2015, at the Javits Center in New York City, NY. Arista Networks was founded to deliver software-driven cloud networking solutions for large data center and computing environments. Arista’s award-winning 10/40/100GbE switches redefine scalability, robustness, and price-performance, with over 3,000 customers and more than three million cloud networking ports depl...
Mar. 2, 2015 01:00 PM EST Reads: 1,587
The speed of software changes in growing and large scale rapid-paced DevOps environments presents a challenge for continuous testing. Many organizations struggle to get this right. Practices that work for small scale continuous testing may not be sufficient as the requirements grow. In his session at DevOps Summit, Marc Hornbeek, Sr. Solutions Architect of DevOps continuous test solutions at Spirent Communications, will explain the best practices of continuous testing at high scale, which is r...
Mar. 2, 2015 01:00 PM EST Reads: 1,252
HP and Aruba Networks on Monday announced a definitive agreement for HP to acquire Aruba, a provider of next-generation network access solutions for the mobile enterprise, for $24.67 per share in cash. The equity value of the transaction is approximately $3.0 billion, and net of cash and debt approximately $2.7 billion. Both companies' boards of directors have approved the deal. "Enterprises are facing a mobile-first world and are looking for solutions that help them transition legacy investme...
Mar. 2, 2015 12:45 PM EST Reads: 560
SYS-CON Events announced today that Open Data Centers (ODC), a carrier-neutral colocation provider, will exhibit at SYS-CON's 16th International Cloud Expo®, which will take place June 9-11, 2015, at the Javits Center in New York City, NY. Open Data Centers is a carrier-neutral data center operator in New Jersey and New York City offering alternative connectivity options for carriers, service providers and enterprise customers.
Mar. 2, 2015 12:00 PM EST Reads: 1,962
Thanks to Docker, it becomes very easy to leverage containers to build, ship, and run any Linux application on any kind of infrastructure. Docker is particularly helpful for microservice architectures because their successful implementation relies on a fast, efficient deployment mechanism – which is precisely one of the features of Docker. Microservice architectures are therefore becoming more popular, and are increasingly seen as an interesting option even for smaller projects, instead of bein...
Mar. 2, 2015 12:00 PM EST Reads: 2,613
Security can create serious friction for DevOps processes. We've come up with an approach to alleviate the friction and provide security value to DevOps teams. In her session at DevOps Summit, Shannon Lietz, Senior Manager of DevSecOps at Intuit, will discuss how DevSecOps got started and how it has evolved. Shannon Lietz has over two decades of experience pursuing next generation security solutions. She is currently the DevSecOps Leader for Intuit where she is responsible for setting and driv...
Mar. 2, 2015 12:00 PM EST Reads: 2,403
The explosion of connected devices / sensors is creating an ever-expanding set of new and valuable data. In parallel the emerging capability of Big Data technologies to store, access, analyze, and react to this data is producing changes in business models under the umbrella of the Internet of Things (IoT). In particular within the Insurance industry, IoT appears positioned to enable deep changes by altering relationships between insurers, distributors, and the insured. In his session at @Things...
Mar. 2, 2015 12:00 PM EST Reads: 1,345
In his session at DevOps Summit, Tapabrata Pal, Director of Enterprise Architecture at Capital One, will tell a story about how Capital One has embraced Agile and DevOps Security practices across the Enterprise – driven by Enterprise Architecture; bringing in Development, Operations and Information Security organizations together. Capital Ones DevOpsSec practice is based upon three "pillars" – Shift-Left, Automate Everything, Dashboard Everything. Within about three years, from 100% waterfall, C...
Mar. 2, 2015 11:00 AM EST Reads: 2,766
SYS-CON Media announced that IBM, which offers the world’s deepest portfolio of technologies and expertise that are transforming the future of work, has launched ad campaigns on SYS-CON’s numerous online magazines such as Cloud Computing Journal, Virtualization Journal, SOA World Magazine, and IoT Journal. IBM’s campaigns focus on vendors in the technology marketplace, the future of testing, Big Data and analytics, and mobile platforms.
Mar. 2, 2015 11:00 AM EST Reads: 1,001
Even as cloud and managed services grow increasingly central to business strategy and performance, challenges remain. The biggest sticking point for companies seeking to capitalize on the cloud is data security. Keeping data safe is an issue in any computing environment, and it has been a focus since the earliest days of the cloud revolution. Understandably so: a lot can go wrong when you allow valuable information to live outside the firewall. Recent revelations about government snooping, along...
Mar. 2, 2015 11:00 AM EST Reads: 7,032
PubNub on Monday has announced that it is partnering with IBM to bring its sophisticated real-time data streaming and messaging capabilities to Bluemix, IBM’s cloud development platform. “Today’s app and connected devices require an always-on connection, but building a secure, scalable solution from the ground up is time consuming, resource intensive, and error-prone,” said Todd Greene, CEO of PubNub. “PubNub enables web, mobile and IoT developers building apps on IBM Bluemix to quickly add sc...
Mar. 2, 2015 10:00 AM EST Reads: 4,850
Data-intensive companies that strive to gain insights from data using Big Data analytics tools can gain tremendous competitive advantage by deploying data-centric storage. Organizations generate large volumes of data, the vast majority of which is unstructured. As the volume and velocity of this unstructured data increases, the costs, risks and usability challenges associated with managing the unstructured data (regardless of file type, size or device) increases simultaneously, including end-to-...
Mar. 2, 2015 09:45 AM EST Reads: 2,335
The excitement around the possibilities enabled by Big Data is being tempered by the daunting task of feeding the analytics engines with high quality data on a continuous basis. As the once distinct fields of data integration and data management increasingly converge, cloud-based data solutions providers have emerged that can buffer your organization from the complexities of this continuous data cleansing and management so that you’re free to focus on the end goal: actionable insight.
Mar. 2, 2015 09:30 AM EST Reads: 1,692
Between the compelling mockups and specs produced by your analysts and designers, and the resulting application built by your developers, there is a gulf where projects fail, costs spiral out of control, and applications fall short of requirements. In his session at DevOps Summit, Charles Kendrick, CTO and Chief Architect at Isomorphic Software, will present a new approach where business and development users collaborate – each using tools appropriate to their goals and expertise – to build mo...
Mar. 2, 2015 09:00 AM EST Reads: 2,939