QVC - e-Commerce Customer Service Award
Company: QVC, West Chester, PA
Company Description: QVC is the world’s leading video and ecommerce retailer. QVC is committed to providing its customers with thousands of the most innovative and contemporary beauty, fashion, jewelry and home products. Its programming is distributed to approximately 350 million homes worldwide through operations in the US, Japan, Germany, UK, Italy, France and a joint venture in China.
Nomination Category: Customer Service & Call Center Awards Achievement Categories
Nomination Sub Category: e-Commerce Customer Service Award
Nomination Title: QVC: Building Relationships Across All Platforms
Tell the story about your e-commerce-based customer service initiatives since the beginning of July 2015 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes: TEXT REDACTED FOR PUBLICATION
QVC remains focused on bringing together the right people to curate the best products and experiment with innovative technology and new forms of entertainment to create a global social shopping experience and community for our customers unlike any other. As the world’s leading video and ecommerce retailer, QVC has built trust and lasting relationships with customers, and our ecommerce customer experience team demonstrates that culture through every like, favorite, thoughtful response and customer interaction.
Our world-class service is not only reflected by customer satisfaction, it is benchmarked in industry ratings. QVC was named one of the top brands in the nation that delivers the best customer experience, according to the 2016 Forrester Research Customer Experience Index, the 2016 Foresee Customer Experience Index and 2016 Bizrate Circle of Excellence Platinum Award.
All new customer service associates participate in 75 hours of classroom instruction and two weeks of hands-on practice. In addition, our social media team receives a special curriculum to learn social tools and how to moderate and support the social media space. We empower our associates to follow the customer’s lead by responding and interacting authentically, rather than relying on template responses.
At QVC, we like to think of our Facebook page as the family room in our home. As QVC rolled out social platforms and chat forums over the last several years, scale and scope has increased dramatically. QVC has 1.9M followers on its US Facebook page.
Over the past two years, QVC’s dedication to the e-Commerce customer experience has continued to grow. In 2015 we began providing more robust live chat coverage and doubled engagement. In 2016, our e-commerce team participated in hundreds of thousands of live chats with digital customers.
QVC Community Forums provide a valuable place for customers to interact and learn about products and usage. Social team members are empowered to quickly identify potential issues, acknowledge customer questions publicly, or resolve questions privately by the customer’s method of choice. Feedback is used by our leadership team to inform future business decisions and enhance best practices.
Our e-commerce team continues to employ innovative ways to build relationships across all platforms. For 2016, QVC introduced an exciting new feature – a monthly e-statement providing each customer with a quick glance of their transactional history and helpful notifications and reminders such as gift card balances, expiring credit cards, upcoming ship dates, refunds processed and more.
Our online Opinion Lab tool gives customers an easy way to submit comments, suggestions, and questions, then rate the feedback. QVC’s Live Chat feature elevates customer experience with real-time service and anticipatory assistance like our QVC “shopping buddies” who provide product information and connect shoppers to products they are searching for on QVC.com. Customers rate their live chat experience at 4 out of 5 stars. In 2016, QVC also provided customers with the opportunity to opt-in to our text messaging tool where they can receive updates on their order including shipping and returns.
For 2016, QVC also introduced various features on our website to help enrich the customer experience including real-time banner messages to communicate major updates such as shipping delays due to inclement weather.
With a community of millions of social followers in the US, plus hundreds of thousands of online interactions, our ecommerce customer experience team has built trusted relationships by making genuine supportive connections. Their can-do attitude and dedication has led to exceptional retention of our customer base with approximately 90%of purchases coming from repeat customers.
In 2017 and beyond, QVC will continue to elevate its customer experience, connect with more shoppers, and remain at the forefront of social shopping.