Customer Service Roundup: Wal-mart to buy Jet.com

Last week’s rumors are today’s news. Wal-mart agreed to buy retailer Jet.com in a $3.3 billion deal Monday.  The deal marks the largest acquisition of an e-commerce startup, according to the Wall Street Journal.

How Wal-mart plans to leverage Jet.com to advance against its much larger e-commerce rival, Amazon.com, was the immediate question in the WSJ and other meda. Wal-mart’s e-commerce sales are a fraction of Amazon.com’s. The smaller Jet.com envisions providing lower prices using pricing software. It is building its marketplace based more on supplier goods than buying its own inventory.

The Wal-mart/Jet.com deal is expected to close later this year.

Omnichannel consumers

In other news last week, the consumer’s increasing use of varying channels, including social media, means higher expectations for faster response time for the call center.

A full 47 percent of consumers using social media expect a response within an hour, according to a new survey cited by Contact Center World. And 84 percent of respondents won’t wait longer than a day for an answer, says the survey, The Omnichannel Evolution of Customer Experience, commissioned by Altitude Software.

Currently, 82 percent of consumers make contact with brands by phone. A total 62 percent use email and 20 percent use Facebook, according to Contact Center World.

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