L.L. Bean’s classic boots have been essentially unchanged for 100 years. A commitment to quality has proven to be a successful, lasting tactic.
And, it seems the retailer has taken a similar approach to email customer support.
LLBean.com has been the overwhelming leader in email support among its peers in apparel for five months running, according to STELLAService data.
The email support category within STELLA Monthly Benchmarks consists of 13 metrics, including response time, correct spelling and issue resolution.
STELLAService engages customer service agents with questions via email on a daily basis. Analysts found that questions posed to LLBean.com via email were answered completely nearly 30% more often than the Apparel/Accessories category average.
And, LLBean.com has been best in class for email response time among all retailers four out of the last five months. Over that same time period the company has been best in class in product knowledge every month.
Unsurprisingly, service-obsessed Zappos.com is a worthy challenger. The company has been the second best performer in email support among apparel retailers for the past three months.
LLBean.com is among three other companies to top the email service category in STELLA Monthly Benchmarks with such frequency. Those companies have also led their vertical in email support for five months straight, including Nordstrom.com in Department Stores, OreillyAuto.com in Automotive Parts/Accessories and Shopping.HP.com in Computers/Electronics, respectively.