STELLAService’s Happy Customer blog noticed e-mail was no longer listed on the Best Buy site, but it still managed to get a hold of the company, which said it is putting those resources into its live chat customer service.
A rep for Best Buy tells Happy Customer that e-mail is “unable to offer the same level of in-the-moment assistance” as live chat.
The company says a recent survey of BestBuy.com customers showed that 20% of them preferred live chat.
Is it just us or does 20% not seem like enough people to get rid of e-mail altogether.
Though Best Buy claims that live chat allows them to handle customers in a more efficient manner than e-mail or phone support, STELLAService’s own survey of e-tailers’ live chat support on Black Friday weekend found that Best Buy’s was a disaster.
Not only couldn’t the site’s live chat be included in the survey stats because not enough customers were able to get through, the Happy Customer reports that it had only a 5% success rate of even trying to get a live chat rep to help them.
Best Buy’s e-mail response was slightly better, though still pretty sad, with only 15% of e-mails receiving a response within 24 hours.