Google adding customer-service ratings from online shoppers
By Jay Keller
Google, in its ongoing dedication to building a better shopping experience, is rolling out customer-service ratings for the online marketplace to help e-commerce customers find exactly what they seek using real-time, objective feedback.
As such, Google has decided to look for outside help to bring shoppers a better understanding of the service quality of online merchants, both big and small.
Google announced late last week plans to license data from STELLAService Inc., an independent provider of customer service ratings and analytics for online retailers, for an undisclosed amount.
Google is using performance metrics offered by STELLAService in several areas of the online shopping experience including phone, email, chat, Twitter, shipping, returns and policies.
Both companies are working this week to implement new products across Google Shopping, including Google Trusted Stores, a selective certification program that helps shoppers identify the best online stores.
The overall goal is to provide customers with a great shopping experience and Google believes that the customer service ratings and performance data offered by STELLAService is the perfect fit to showcase merchants who still believe in, and make a priority, excellent customer service.
“We have no doubt that customer service will emerge as the differentiator for many online retailers,” STELLAService spokesperson Jordy Leiser said in a statement.
Leiser says that sharing customer service performance data with Google allows their team to help consumers quickly identify companies with “helpful service and fast delivery speeds.”
Additionally, the partnership also provides a new opportunity for online retailers to really stand out and impress customers with great service, according to Leiser.
“We’re [Google] focused on making it easy for people to find exactly what they want at the best online stores,” Google Shopping spokesperson Brian Marquardt said in a statement. “The data we receive from STELLAService will help give shoppers the confidence that they’re buying from a store that provides a consistently excellent shopping experience.”
STELLAService says their product is unique because it uses objective data gathered from other customers to help ensure the best, most-useful ratings of customer service.
But, STELLAService also goes a step further to ensure that customers can really trust the ratings.
Through an internal process, which includes having employees act as customers who order and return merchandise from the various online retailers, STELLAService says this dedication makes all the difference in e-commerce and online stores that provide customers with the best service will be easily recognizable by shoppers.