Overstock.com, no stranger to customer service awards, has received yet another. Reported by STELLAService and Compuware Corporation, Overstock.com delivered the best overall customer service during the Holidays.
A major component of Overstock’s great customer service rating was their quick phone calls. The average caller was only on hold for 40 seconds. More than that though, the average caller had their queries sufficiently answered in an average of 45 seconds. Overstock customers were able to get back to their busy days in less than 90 seconds!
“My job is to be the customer’s advocate within the company,” said
Stormy Simon, Overstock.com’s Senior Vice President of Customer Care, “We spend all year preparing every system and process we have for the holiday season. It is our customers’ busiest time of the year. So our customers have the best experience possible, we want hold times to be much less than a minute.”
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