Wal-Mart is taking a step backwards when it comes to online customer service. The retail giant said it would no longer offer its customers the choice of being able to speak to a customer service representative if they have problems with an order.
Colella said the majority of the calls to the online customer support number dealt with inquiries concerning order tracking. Wal-Mart thinks the new online self-help tool will offer its customers all the information they need.
Bruce Temkin, an analyst at Forrester
Customers who shop in Wal-Mart's physical stores will still be able to call 1-800-WALMART for help but Temkin says that will lead to frustration for Wal-Mart's online customers and cause the average handle time for calls to increase. Instead he recommends that
Found an error or have a suggestion? Let us know and we'll review it.
Suggest a Correction
No comments yet. Be the first to comment!