M&S tops Yonder Digital Group customer contactability poll
Marks and Spencer, JD Sports and John Lewis are among the retailers most successfully deploying contact technology and channels. That’s according to research from Yonder Digital Group, looking at the likes of chatbots, livechat AI, FAQ engines, intelligent forms and live call routing.
This covered the UK’s top 100 retailers and awarded scores for how easy they are to contact. Chris Robinson, Yonder Digital Group CEO, comments: “Many retailers are clearly missing a trick by not having a multi-channel offering built into their customer service. Consumers will take their business elsewhere if they are not getting quick and personalised service back from the retailers. This is particularly important as consumers today have come to expect a choice of channels to use to get in touch with companies. Showing customers that they are valued by providing them with multiple, equally well-served, access points is critical to engendering loyalty and growing the customer. In addition to this, the intelligence gathered from these channels can help the business refine strategy, choose products and revise inventory.”
Top 12 most contactable retailers:
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