Zappos.com Renews Partnership With StellaService
Leading Online Apparel and Footwear Retailer Emphasizes Commitment to Customer Service
Zappos.com, a leading destination in online apparel and footwear sales, has renewed its partnership with StellaService as the retailer’s exclusive provider of objective customer service performance data.
Every day StellaService, the independent provider of customer service performance data and analytics for online retailers, evaluates Zappos.com’s customer care operations – phone, email and live chat – and measures for both speed and quality. StellaService then makes the data available through a web-based platform called Stella Metrics. Additionally, StellaService places multiple orders from Zappos.com each month to be shipped to four separate regions in the U.S. Fulfillment metrics for both speed and quality are also collected during the detailed evaluation process.
The team at Zappos.com leverages this independent, objective information to build upon their industry-leading culture of service by monitoring their own performance and benchmarking against the best providers of customer service in retail.
“StellaService’s data and team have become trusted advisors for the Zappos Customer Loyalty Team and the objective analysis they provide helps us stay on top of our game,” said Rob Siefker, Director of the Customer Loyalty Team at Zappos.
Additionally, StellaService works with Zappos to help identify trends in their service performance that drive the retailer’s outstanding culture as well as highlight opportunities to run a more engaging and effective customer service team.
“Zappos is truly dedicated to delivering the highest quality customer service in the business,” said Keith Pepper, StellaService Vice President of Client Development. “We see that dedication reflected in the data we collect on a daily basis in our second year of a close, collaborative working relationship.”
StellaService is dedicated to creating a world with better customer service – helping businesses achieve it and consumers find it. Leveraging a national network of full-time mystery shoppers, StellaService evaluates the customer service and fulfillment abilities of the Internet’s top retail sites on a daily basis. The objective data collected powers Stella Metrics, the only platform for measuring, benchmarking and improving the end-to-end service experience across dozens of operational metrics in key areas such as chat, email, phone and fulfillment. StellaService 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. Investors include Battery Ventures, Consigliere, DFJ Gotham, Forerunner Ventures, Norwest Venture Partners and RRE Ventures. For more information visit www.stellaservice.com or follow StellaService on Twitter @StellaService
Established in 1999, Zappos.com, operated by Zappos Development, has quickly become the leading destination in online apparel and footwear sales by striving to provide shoppers with the best possible service and selection. The Zappos Family generates gross merchandise sales exceeding $1 billion annually. Zappos.com currently showcases millions of products from over 1000 clothing and shoe brands. Zappos.com, Inc. was recognized in 2009, 2010, 2011 and 2012 by FORTUNE MAGAZINE as one of the “100 BEST COMPANIES TO WORK FOR”. Zappos.com is also proud to be rated ELITE by STELLAService and was named a J.D. Power 2011 Customer Service Champion, one of only 40 companies so named in the U.S. More information about the customer service philosophy, unique culture, and job openings can be found at http://about.zappos.com. More information about Zappos Insights, and its business membership program can be found at http://www.zapposinsights.com. Zappos.com is a subsidiary of (AMZN) Amazon.com
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