Contact Centers Were Up to Task This Cyber Weekend

Customer satisfaction is a huge issue for online retailers, especially during the holiday season. In this video interview, StellaService CEO Jordy Leiser talks about his company’s Thanksgiving Weekend findings.

[CLICK HERE for Multichannel Merchant’s Cyber Weekend 2013 coverage]

Only ten companies reached the highest echelon of connecting shoppers to a live agent in less than 30 seconds on Black Friday, far below the overall average of 2 minutes, 16 seconds among the full sample. held the title of top ranked retailer over the four day period, although Dillards ranked first on Black Friday (19 seconds) and Cyber Monday (11 seconds).

Here’s more about the StellaService study from Multichannel Merchant senior content producer Erin Lynch.