Magazine Article | March 24, 2010

From The Editor: Mystery Shoppers Reveal Lackluster Cross-Channel Performance

Source: Innovative Retail Technologies

By Matt Pillar, Editor In Chief, Integrated Solutions For Retailers magazine

President Obama and Congress are garnering better approval ratings than cross-channel customer service is, according to 2009/2010 research from eGain Communications.

The research measured customer service in six dimensions using a mystery shopping approach. Analysts rated 175 customer-service-dependent North American enterprises with annual revenue of $250 million or more. They were ranked on choice of communication channels, email response,Web self-response, cross-channel consistency, single-channel cross-agent consistency, and phone customer service.

Used with permission from Integrated Solutions For Retailers magazine.