StellaService and Google to Help Online Shoppers Make More Informed Online Shopping Decisions
Google will use objective customer service ratings and performance data from StellaService to highlight merchants that offer a great shopping experience
Starting today, Google will license data from StellaService Inc., an independent provider of customer service ratings and analytics for online retailers, to help shoppers better understand the service quality of online merchants big and small.
StellaService customer service performance data will be used within Google offerings, including Google Trusted Stores, a selective certification program that helps shoppers identify the best online stores.
“We have no doubt that customer service will emerge as the differentiator for many online retailers,” StellaService Chief Executive Jordy Leiser said. “This collaboration supports the shared goals of StellaService and Google to provide a better and more informed online shopping experience to users around the world. By sharing customer service performance data with Google, we’re able to not only help consumers quickly identify companies with helpful service and fast delivery speeds, but we’re also able to provide a new opportunity for the best online retailers to stand out from the pack with their great service.”
“Google is dedicated to building a better shopping experience. We’re focused on making it easy for people to find exactly what they want at the best online stores” said Brian Marquardt, Group Product Manager, Google Shopping. “The data we receive from StellaService will help give shoppers the confidence that they’re buying from a store that provides a consistently excellent shopping experience.”
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.
To learn more aboutStellaService, visit pages.stellaservice.com/google.
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. Based in New York City, the company also publishes reports and other research to help companies worldwide improve their service operations.