UseDesk reseacrh 2017
Online-shops Customer Service
via E-mail and
in Social Media
2016 and 2017 research results comparison

1
How did we do the research?
We did research in e-commerce in 2016. We did the experiment again to compare the results and find out what has changed within the year.

Orisan (yes, this name exists) asked online-shops this question.
Hello! Tell me please, what time does the self pick-up point close? Help me make an order please! I need to get my delivery today somehow.
Orisan
secret shopper
100 Shops

With the sales from 1 to 20 million RUR a month.
3 support Channels

E-mail, Facebook, VK.com.
Business Hours

We send e-mails from 10 to 5 Mon-Fri.

2
I Don't Get Answered via E-mail
Online-shops hasn't started responded more often. As it used to be, e-mails fall to the Narnia.

3
Social Media Support is Becoming Better
Online-shops got active on VK.com compared to 2016. Customers are more likely to talk to the shop's employees having written on VK.com than via e-mail. Their Facebook is dead.

4
Instant Messenger Era Hasn't Started Yet
Telegram has only 3 responses. Customer aren't used to this channel, so the stores aren't rishing to start the support there.

5
Shops respond faster in 2017
70% of Responses within 1 Hour

E-mail
50% of Responses within 30 Minutes

VK.com
7 times faster

Facebook

6
The Quality Hasn't Changed
Good News
The Support Service doesn't send you as often as it used to be to e-mail or ask you to call if you text on VK.com. Support departments got the access to the social media which might not be appreciated by social media managers.
The share of those who send customers to other channels from VK.com reduced by 10%.

7
How did we evaluate?

8
What's going on with the quality via e-mail?
The e-mail is still pretty bad. The result hasn't changed at all since a year ago.
37% of online-shops sent automated responses. But they didn't all have useful information.
Sometimes the support employees weren't patient. Well, what can you do, stressfull job.
To make sure the support department starts writing in a proper way with no cliche and unnecessary words we added Glavred to UseDesk.

9
Top-15 stores
Look up the 2016 results in the previous research.
МестоНазвание ПочтаФейсбукВКонтактеСреднее
качество
Среднее
время
Рейтинг
1
QUELLE3 4:24:003 1:22:003 0:17:00 3,0 2:02:40 900
2
Ulmart ↑4     3 0:01:004 0:01:00 3,5 0:01:00 872
3
Mamsy 2 2:21:00 4 23:50:004 1:07:00 3,3 9:06:00 867
4
Озон ↑3 3 0:15:00 2 4:21:00 3 0:18:00 2,7 1:38:00 859
5
Читай город 4 1:57:00 3 0:06:00 3,5 1:01:30 854
6
TECHPORT ↓41 2:17:003 0:09:003 0:03:002,3 0:49:40 838
7
Эльдорадо    3 1:11:00 4 0:06:00 3,5 0:39:30 831
8
Hoff    4 23:50:003 0:06:00 3,5 11:58:00 800
9
DNS 3 0:36:00      3,0 0:36:00 785
10
М.Видео 3 1:13:00 3 0:33:00 1 2:09:00 2,3 1:18:00 758
11
4ТОЧКИ 4 0:22:00 4,0 0:22:00 750
12
Bestwatch 2 0:01:003 0:14:00 2,5 0:07:30 718
13
НИКС 3 0:05:00    3,0 0:05:00 717
14
ОГО!     3 0:06:00 3,0 0:06:00 716
15
Кей     4 0:52:00 4,0 0:52:00 715
10
How Helpdesk Influences the Response Time and the Quality
Online-shops with helpdesks responded more qualitatively and more quickly.

11
Conclusion
Top 100 online-shops reduced their response time, but, quiality-wise, nothing has changed.
The diagramms 2016 and 2017 show the number of requests processed faster than 1 hour and graded higher than 3 point.
Thank you for your attention!
The research is done by UseDesk – helpdesk for companies that care about their customers
UseDesk helps create attentive customer support with personal approach and easy problem solving. It systemizes request processing, establishes interaction between coworkers and helps your support work faster.
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