Online discount retailer Nomorerack.com has nearly doubled its customer service team to 400 members in recent weeks to accommodate growth; company's revenue hit US$340M in 2013, up from US$100M in 2012, US$11M in 2011
April 15, 2014
– Company Builds World-Class Infrastructure to Resolve Consumer Inquiries
Online retailer Nomorerack.com announced today that it is investing heavily in a new world-class customer service infrastructure to manage and resolve all customer inquiries.
“We are fully committed to delivering first-rate customer service for every order that we fulfill and have taken steps to ensure that all inquiries are resolved as quickly as possible”
In recent weeks, Nomorerack.com has nearly doubled its team of customer service representatives to 400 team members who are committed to providing rapid responses through all customer service touch points, including email, Web chat, phone calls, social media and online posts.
Over the past month, Nomorerack.com has replied to 76% of its email inquiries in less than one hour. Another 18% of email questions received responses in less than eight hours, while the remaining 6% got replies back within 24 hours.
Nomorerack.com is working aggressively to address many internal challenges posed by its extraordinary business growth in recent years. Last year, Nomorerack.com’s annual revenue more than tripled to $340 million, after growing rapidly from $11 million in 2011 to $100 million in 2012.
“We are fully committed to delivering first-rate customer service for every order that we fulfill and have taken steps to ensure that all inquiries are resolved as quickly as possible,” said Deepak Agarwal, Chief Executive Officer of Nomorerack.com. “Our business model hinges on creating a positive buying experience for all of our customers in order to encourage repeat business. We look forward to delivering a world-class customer service experience for our valued customers seeking quality goods at prices from 50%-80% off retail.”
The majority of Nomorerack.com’s current correspondences come through email, but the customer service team is focused on implementing a diligent quality assurance process as part of all customer interactions. The quality assurance program includes email monitoring around the clock, 24/7. The phone and chat service options are available seven days per week, from 9 AM to 6 PM EST.
Nomorerack.com has hired a dedicated team of 35 internal customer service agents to monitor social media feeds around the clock, 24/7. Nomorerack.com has also partnered with Conversocial.com, a firm that supports social media customer service agents by driving operational efficiency through deeper integration with service processes and technologies.
In addition, Nomorerack.com has contracted with Inbenta, which provides advanced search technology to Nomorerack.com's FAQ page. This helps customers get quick answers without having to read through the FAQs. Customers can simply search for answers to their questions.
As part of this overall upgrade process, the Company is taking steps to implement a full self-service station on its Website that will enable customers to cancel or return any orders. The company already provides pre-paid shipping labels to all customers in case they choose to return their purchases for any reason.
Nomorerack.com is the ultimate online shopping destination for hundreds of everyday products at unbelievable prices. With the broadest category selection and deepest discounts online, the site offers customers a revolutionary new opportunity to shop for everything they need each and every day, including Electronics, Fashion, Fine Jewelry, Home, Beauty Products, and so much more. For more info, visit www.Nomorerack.com.
Michael Gallo, 212-239-8594
Liana Hawes, 212-239-8477
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