Marks & Spencer, Monsoon, Wilko and John Lewis are among the easiest retailers for consumers to get in touch with, according to latest findings. Yonder Digital Group, commissioned research analysing how easily UK consumers could get in touch with retailers via their preferred channel and identified a dutiful-dozen retailers that are ticking all the boxes.
With 81% of consumers taking their business elsewhere if their queries aren’t answered quickly and effectively by a company, it is critical that retailers (online and bricks & clicks) are offering as many customer service touch points as possible and responding to those channels quickly and effectively. The research looked at the available contact methods (chatbots, live chat, FAQs, online query form, social media, phone availability) offered by the UK’s top 100 retailers and awarded scores for how easy they are to contact.
- JD Sports
- John Lewis
Chris Robinson, Yonder Digital Group CEO, comments, “Many retailers are clearly missing a trick by not having a multi-channel offering built into their customer service. Consumers will take their business elsewhere if they are not getting quick and personalised service back from the retailers. This is particularly important as consumers today have come to expect a choice of channels to use to get in touch with companies.
“Showing customers that they are valued by providing them with multiple, equally well-served, access points is critical to engendering loyalty and growing the customer. In addition to this, the intelligence gathered from these channels can help the business refine strategy, choose products and revise inventory.”