￼Online Shoppers Can Now Access StellaService Customer Performance Data Via ￼Google Trusted Stores
Detailed customer experience data now available in an online shopping environment
Today, a new badge featuring StellaService’s customer service performance data is beginning to roll out across retailers’ sites as part of the Google Trusted Stores program. When people are shopping online, they can find objective customer service performance information easily within the Google Trusted Store badge to help them make more informed buying decisions.
StellaService is an independent provider of customer service performance ratings and analytics for online retailers. In May, the company announced that Google would license its customer service performance data to be used in Google offerings, including Google Trusted Stores, a program that helps shoppers identify online merchants that offer a great shopping experience.
Starting today, consumers will begin to see StellaService’s branded customer service, shipping, and returns data via a flyover that will appear when shoppers hover over the Google Trusted Store badge on many retailer sites. In addition, consumers will have access to more detailed customer service performance data by clicking on the StellaService logo on the flyover, which will direct them to that retailer’s profile page on StellaService.com.
“Today is a great day for consumers and for retailers that offer an outstanding service experience,” said Jordy Leiser, co-founder and CEO of StellaService. “We’re thrilled to work with Google, a company that shares our passion for helping consumers find the best possible customer service. Together, we’re providing a more informed shopping experience for consumers and offering a compelling opportunity for the best online retailers to stand above the competition and increase their revenue by showcasing their great service.”
With selection being equal and more companies moving to price matching, customer service becomes the true differentiator for online retailers. Research shows that efficiencies in customer support, shipping and returns drives more frequent purchases at a higher average order value.
“The Google Trusted Stores program helps shoppers easily identify online stores that have a proven track record of reliable shipping and excellent customer service, so they can buy with confidence,” said Brian Marquardt, Group Product Manager, Google Shopping. “We’re excited to begin rolling out information from StellaService on the Trusted Stores badge to give shoppers even more helpful information right at their fingertips.”
Through a process audited by global accounting and auditing firm KPMG, StellaService analysts measure and rate the end-to-end service experience across support channels including phone, email, chat and Twitter as well as shipping, returns and refunds. The service metrics include a mix of speed and quality, such as total time to reach a live representative on the phone, product and policy knowledge and packaging quality.
StellaService is dedicated to creating a world with better customer service – helping consumers find it and helping businesses achieve it. StellaService is the first and only independent provider of customer service ratings and syndicated data for online retailers. The company leverages a nationwide network of full-time mystery shoppers to evaluate each site undercover, ensuring findings that are unbiased and true to the shopping experience. The company’s data solution, Stella Metrics, is a platform for monitoring, benchmarking and improving the end-to-end service experience across hundreds of key operational metrics. StellaService’s independent data also powers the StellaService Seal, which is awarded to online merchants that provide Elite and Excellent customer service. Founded in 2010, StellaService is headquartered in New York City and has raised $22 million in funding to date. For more information visit http://www.Stellaservice.com/ or follow @StellaService on Twitter.