Retail Is Attention to CX Detail: eCommerce Customer Service Benchmark Report.

Previous Netomi benchmark reports have included larger sample sizes of companies, providing us with general industry overviews. In this current research, we narrowed our scope to take a more directed approach, prioritizing depth over breadth. What does the customer experience look like when interacting with a handful of the world’s leading and beloved brands? We identified the top 10 B2C eCommerce companies, including Amazon, Home Depot, and Walmart. We looked at how support is delivered across three channels – phone, email, and web chat.

These are a few of the highlights from this edition of Netomi’s eCommerce Customer Service Benchmark Report:

• Only six companies are omnichannel-potent (meaning that they provide support across all three channels – phone, email, and web chat)
• Out of the 10 companies, email responses were received from four, with three companies not offering email support at all
• When it comes to phone support, weekends versus weekdays differ – the weekends see an average response time of 2 minutes and 59 seconds, an 180% increase in comparison to the weekday average of 1 minute and 41 seconds

Download the full report to view all of our findings!