Cyber Mystery Shops

 

A modern sales force no longer interacts with customers merely in-person or by telephone.  A growing percentage of customers now solicit businesses on-line.  Quick response time and accuracy and completeness in responding to on-line inquiries are critical to realize increased sales via the internet.  E-mail and text chat cyber shops can be used to assess these factors, gauge contact center agent competency and determine the sufficiency of on-line customer service processes. We correspond via e-mail and online chat with your customer service representatives. Electronic mystery shop dialogues are timed, transcribed, evaluated and reported in the manner(s) best suited to your needs.

Learn about e-Customer Satisfaction

Online retail spending is expected to grow from $877 per U.S. consumer in 2005 to $1,512 in 2009. Entrepreneur, May 2007

The average response time to email queries is 30 hours. Entrepreneur, May 2006

41% of consumers say a frustrating online experience would make them less likely to shop a retailers physical store. Entrepreneur, May 2007