At greater than a fifth of the biggest German on-line retailers, cellphone numbers for customer support are both not obtainable or tough to seek out. Consumers with a cellphone quantity usually solely have assist throughout enterprise hours.
That is revealed within the Versandhandelsstudie 2023, analysis by Salesupply and parcelLab inspecting the service of the highest 100 on-line retailers in Germany.
The 2 firms scrutinized customer support and delivery propositions of the biggest net sellers in Germany. Their analysis centered on the highest 100 names from the highest one thousand lately printed by EHI and ecommerceDB of their E-Commerce Market Germany 2023 research.
Customer support
The phone is essentially the most supplied buyer contact channel amongst main German webshops, with 93 out of the highest 100 providing this service. Nevertheless, a good portion of them requires clients to go looking extensively for the cellphone quantity. This makes greater than a fifth of the highest 100 not or barely reachable by cellphone for purchasers.
Of the 100 largest on-line retailers in Germany, 7 can’t be contacted by cellphone in any respect, as talked about. Moreover, 14 of the highest 100 gamers are solely obtainable on weekdays throughout enterprise hours.
14 on-line retailers can solely be reached throughout workplace hours
Aside from the most typical buyer contact channel (earlier than e mail at 81 % and chat at 28 %), the cellphone can be the quickest channel for German internet buyers. On common, they had been related after two minutes and 33 seconds, whereas emails are usually answered after a mean of 34 hours. 1 / 4 of the web retailers providing customer support by way of e mail reply inside an hour.
Delivery prices
The analysis additional signifies that free supply is on the decline among the many prime German sellers: solely 6 out of 100 firms now supply customary free supply, whereas the share was 14 % in 2020. Practically half of the big on-line retailers now use an order threshold without spending a dime supply, and 45 % all the time cost delivery prices.