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Online shoppers who have used chat to get feedback on their selections are sometimes dissatisfied with the quality of chat. For instance, said Darrell Schulte, an Overstock.com shopper, his chat began over a shipping charge (after the site had promised free shipping). Mr. Schulte was asked by the rep, who said free shipping only applied to another category of product, to check the fine print. When Mr. Schulte found the disclaimer at the bottom of the page, he asked to cancel. The rep then agreed to make a one time exception for an important customer, which Mr. Schulte dubs the worst scripted answer I have every read. While websites have added online dressing rooms, real-time communication with salespeople, and online showrooms for furniture showing possible combos, the features are losing value as they become increasingly prevalent and pointed. Consumer backlash is sometimes the result of the more aggressive sales pitch. Some new features offered by Wal-Mart, American Eagle Outfitters, Coach, Rampage, Best Buy, and HP and Staples are listed, and various shoppers comment on their reactions to the new online shopping help. Speaking for Overstock.com and Best Buy, spokespeople respectively say Overstock does not use scripted answers and that videos on BestBuy.com are meant to give customers useful information while theyre on the Web.
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