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TweetJan, 31. 2012
Sierra Trading Post Answers Customer Emails in Less than an Hour
Avg. Email Response 54 Mins during Holiday SeasonSierra Trading Post, known worldwide for offering the best deals on the most popular brands, also provides exceptional customer service. In the last quarter of 2011, the average email response time was just 54 minutes.
“I’m proud of our team and their speedy response times on all of our customer care channels – phone, chat, email, social – especially during the holiday time when customer inquiries and orders are at their highest,” says Gary Imig, president of Sierra Trading Post.
Consistently answering email inquiries in less than an hour places STP among the best in the business according a STELLAServices study of the Top 100 Internet retailers. In that study, OfficeDepot.com ranked first with an average response time of 48 minutes.
“We are constantly pushing to improve our response time, wherever our customers choose to engage us,” says Bob Koehler, director of customer service for Sierra Trading Post. “Most customers think of Sierra Trading Post for great deals on their favorite brands, but when we can hang our hat on numbers like these, we show our unwavering commitment to customer satisfaction.”
In 2011, STELLAServices recognized Sierra Trading Post for having the best phone call response time, answering customer calls in six seconds on average. The multichannel retailer also helps customers instantly via live chat.
Headquartered in Cheyenne, Wyo., Sierra Trading Post is a multichannel retailer known across the globe for offering “Great Deals. Great Brands.” Sierra Trading Post purchases overstocks, closeouts and 2nds from more than 2,000 brand names, and offers customers 35-70% savings every day. Founded in 1986, Sierra Trading Post has saved customers more than $3.5 billion off retail prices on outdoor gear, shoes, men’s clothing, women’s clothing, accessories and home furnishings. A top 100 Internet retailer in sales per Internet Retailer Magazine, Sierra Trading Post operates four outlet stores in Boise, Idaho; Reno, Nev.; Cheyenne and Cody, Wyo.; with customer service call centers in Cheyenne and Cody.
