20 July 2019

Value your time or how fast the US internet shops answer questions of their customers

Hi, my name is Kate and as many girls I love shopping. Recently I tried to buy something online to refresh my look. In this regard, I just had a few questions about the availability of chosen sizes and models.

I decided to ask my questions to the customer services of these internet shops:

Nike, Levi’s, Wrangler, Michael Kors, Adidas, Tommy Hilfiger and Lacoste.

Immediately I faced with the inconvenience. I used my smartphone to browse these sites, that’s why it took me a while to find contact forms. Why not mention them on the homepage!

Ok, I found them and sent my questions, also mentioning to call me back on my phone number or to write me on my e-mail. What was the result? Readon…

The only website from these seven, which has a function of immediate callback, was Nike. I entered my phone number and waited for a call for one minute.

Sounds great but one, two, five, ten minutes passed but I did not receive a call. I am still waiting for it… How it works and why they did not call me remains a mystery.

Other internet shops I have chosen do not have such function, that’s why I left standard requests through the feedback form. I immediately received automatic e-mails from many shops, which look like this one:

Mainly, they promise to answer on requests within 24 hours!!! Just think of it, during this time a customer can change his mind to buy something in this shop.

I had been sending requests on February 27 from 17 p.m. till 18 p.m. The first one who answered was Wrangler – I received an answer to my question in 2 minutes. Then immediately after it, Michael Kors answered. In 2 hours, I received the answer from Lacoste. At night the next day, I received the answers from Levi’s.

Now it is the evening of 22 February but I still don’t have answers from such shops as Adidas and Tommy Hilfiger.

Thus, I can assume that my question seemed not too important for such large companies. In this case, how much of potential profit they are losing, and why they still don’t think about increasing the speed of the customers’ requests processsing.

If these companies want to grow as a brand, they have to pay attention to it.

As for me, I will choose another websites who answer fast on my requests.

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