E-Shops powered by STELLAService™
Are your online competitors profiting at your expense?
Let E-Shops powered by STELLAService™ measure the quality and effectiveness of your Internet retail operation and improve your results.
The only way to tell if you are providing a top-rate online customer experience is to test it live. That means continuously evaluating every detail of the purchasing and returns processes and experiencing customer service as your customers do, as well as monitoring competitors. Through E-shops, ICC/Decision Services examines the customer touch points that most dramatically impact your online game plan. Combined with our integrated analysis and comprehensive reporting, you’ll gain crucial insights into the quality and consistency of the services you provide your online customers.
Take aim at your company’s online program.
E-Shops powered by STELLAService™ targets your business’s online customer service performance as well as your shipping, delivery and return processes.
- Numerous orders are placed through your online store and the stores of your competitors, and all packages are received and assessed for quality, accuracy and speed of delivery.
- Each package is then returned (via mail or in-store) to ensure a complete view of the entire customer experience.
Identify weak links in your customer service strategy.
We engage your customer support team and the support teams of your competitors across all points of customer contact: phone, email, live chat, SMS and social media. These interactions are designed to measure the availability, responsiveness, knowledge and helpfulness of each company’s customer service representatives (CSR).
We also track service quality by individual CSR, time of day and day of the week in order to capture specific performance patterns across individuals and operating hours. This kind of detail gives you a comprehensive view of your performance versus the competition.
Web-based reporting and analysis, aggregating data from multiple interactions, provides instant real-time information to help revise and modify critical elements of the customer experience.
Real information that delivers real change.
These performance measurement services are an objective source for internal quality control or to identify performance trends over time – providing a real-time picture of your business as it expands, launches new products or hires new people.
With E-Shops powered by STELLAService™, you gain:
- Comparative and consistent measurement across your business communications channels and support locations.
- Transparent and objective service quality evaluations vs. your peer group.
- Improved service through more informed and better trained staff.
What to do now.
Go ahead, click the Get Started, and we will be in touch shortly to find out what are your needs. We will customize different programs and you will be able to choose the one you want to use.
Still not sure?