10 Things We Learned About Cyber Weekend 2013

Dec 04, 2013 4:15 PM  By

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From Black Friday until Cyber Monday, StellaService Analysts interacted with 60 of the most popular online retailers via phone five times a day collecting metrics on speed (time to reach a live agent) and quality (issue resolution). Net-A-Porter.com held the title of top ranked retailer over the four day period (19 seconds), although Dillards ranked first on Black Friday (19 seconds) and Cyber Monday (11 seconds).

[CLICK HERE for Multichannel Merchant's Cyber Weekend 2013 coverage]
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  • Blake Ellis

    Great article, I love to see write ups that use numbers from many sources since statistics are always a bit dodgy to deal with.

    I would love to see more mobile numbers broken down by device type (tablet vs. phone) or screen size. Many tablet users shop on what is effectively the desktop version of a store, so merchants who don’t take that into account may feel their conversion rates for “mobile safari” is a reflection of their single-column layout (or mobile version), which is not the case.

    This may seem obvious, but I talk to many merchants that miss this distinction and wind up investing in mobile with incorrect expectations.