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Google Introducing Online Customer Service Ratings

Smaller online merchants will soon be able to better compete with large online retailers like Amazon.com thanks to a multi-year deal Google made recently with an independent provider of customer service ratings and analytics of online businesses.

Google has plans to license data from New York-based startup STELLAService Inc. to help shoppers better understand the service quality of online merchants and help smaller online retailers compete in the e-commerce marketplace.

STELLAService customer service performance data will be used within Google offerings, including Google Trusted Stores, a selective certification program that helps shoppers identify the best online stores.

“We have no doubt that customer service will emerge as the differentiator for many online retailers,” STELLAService Chief Executive Jordy Leiser said. “This collaboration supports the shared goals of STELLAService and Google to provide a better and more informed online shopping experience to users around the world.”

Through a process audited by global accounting and auditing firm KPMG, STELLAService analysts measure and rate the end-to-end service experience across support channels including phone, email, chat and Twitter as well as shipping, returns and refunds. The service metrics include a mix of speed and quality, such as total time to reach a live representative on the phone, product and policy knowledge and packaging quality.

Leiser said sharing customer service performance data with Google will also help all sizes of online retailers with helpful service and fast delivery speeds stand out from the competition.

“Google is dedicated to building a better shopping experience. We’re focused on making it easy for people to find exactly what they want at the best online stores” said Brian Marquardt, Group Product Manager, Google Shopping. “The data we receive from STELLAService will help give shoppers the confidence that they’re buying from a store that provides a consistently excellent shopping experience.”

Retailers interested in signing up for the service can call 212-366-1483 or fill out an online form at pages.stellaservice.com/google.

About Amanda Bell

Amanda Bell was an assistant editor of Hardware Retailing and NRHA. Amanda regularly visited with home improvement retailers across the country and attended industry events and seminars. She earned a degree in magazine journalism from Ball State University and has received honors for her work for Hardware Retailing from the Association of Marketing and Communication Professionals.

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