At greater than a fifth of the biggest German on-line retailers, telephone numbers for customer support are both not accessible or tough to search out. Consumers with a telephone quantity typically solely have help throughout enterprise hours.
That is revealed within the Versandhandelsstudie 2023, analysis by Salesupply and parcelLab analyzing 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 just lately revealed by EHI and ecommerceDB of their E-Commerce Market Germany 2023 examine.
Customer support
The phone is probably 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 look extensively for the telephone quantity. This makes greater than a fifth of the highest 100 not or barely reachable by telephone for purchasers.
Of the 100 largest on-line retailers in Germany, 7 can’t be contacted by telephone in any respect, as talked about. Moreover, 14 of the highest 100 gamers are solely accessible on weekdays throughout enterprise hours.
14 on-line retailers can solely be reached throughout workplace hours
Other than the most typical buyer contact channel (earlier than electronic mail at 81 % and chat at 28 %), the telephone can also be the quickest channel for German internet buyers. On common, they had been related after two minutes and 33 seconds, whereas emails are sometimes answered after a mean of 34 hours. 1 / 4 of the web retailers providing customer support through electronic mail reply inside an hour.
Delivery prices
The analysis additional signifies that free supply is on the decline among the many high German sellers: solely 6 out of 100 firms now supply commonplace free supply, whereas the share was 14 % in 2020. Practically half of the big on-line retailers now use an order threshold without cost supply, and 45 % all the time cost delivery prices.
