How will customer service take place in European online shops? -Most frequent offered service channel: E-Mail or contact form provided in the average of 91 percent of the top 50-idealo-shops in Europe – only in Italy, the hotline ranked the offered services is – FAQs are offered on average in two-thirds of all considered shops – live chat (18%) and Forum (10%) are light in the European ranking Berlin, 23 January 2014 the price comparison idealo has the top 50 of his partner shops in the countries Germany, France, Britain, Italy, Poland and Spain in terms of customer service investigated. The study shows which service channels are offered most frequently and which are barely represented. Therefore, no major differences between the various countries show up. The written contact (E-Mail or contact form) is used in the national average most for customer enquiries (91 per cent of all surveyed shops). Followed by hotline (82 percent), FAQs (67 Percent), live chat (18 percent) and help forums (10 percent).
This ranking is confirmed also in the views of the individual countries. However, the Spanish and Italian top 50-idealo shops form an exception to this rule: in Italy, the traders prefer assistance via hotline (98 percent) or FAQs (66 percent) of advice via email or contact form (56 percent). The Spanish shops offer a telephone consultation only 34 percent have at least a service hotline with distance. For the Forum is there relatively often used (24 percent). The German online shops are terms of service close to the European average and offer mainly conventional channels such as email/contact form (98 percent), hotline (80 percent) and FAQs (78 percent). Catching up to do in this country but made the, popular customer perspective, live-chat offers. Here, Germany, together with UK (14 per cent) each, compared to other European cuts off the worst. The complete study including graphics is under to find the following link: blog.idealo.de/8167-aber-bitte-mit-service-wie-kundenorientiert-sind-europaeische-online-shops/ about idealo: Germany’s leading online price comparison is idealo.
Under, offers 130 million more users can compare 35,000 merchants. In addition, we offer detailed information on shops, product features and availability of the desired article. More idealo services are portals to the research of cheaper air travel (flug.idealo.de), hotels (hotel.idealo.de), energy suppliers (strom.idealo.de) and financial services (geld.idealo.de), as well as apps for Android and iOS. 500 Employees are working at the headquarters of the company founded in 2000 in Berlin-Prenzlauer Berg. As a product price comparison idealo succeeds in Germany, Austria, France, Great Britain, Italy, Spain and Poland.