Best online customer service?

April 14, 2008 5:51 PM

I am looking for examples of websites that provide "best-in-class" customer service capabilities via the online channel. What are those e-commerce websites you think have amazing self-service options and are easy-to-use?
posted by tdabbott to technology (5 comments total)

I love that I can easily combine orders, delete specific items from an order, add items to an existing order, etc., when I order with Amazon.com.
posted by roomwithaview at 6:14 PM on April 14

Newegg. My favorite feature of their awesome ordering system is that I can log back in as a returning customer and browse my previous orders, whose items are linked to warranty information and RMA request forms. Making the return process of crazy heterogeneously-warrantied fragile computer parts that easy is ballsy customer service and wins my allegiance. :)
posted by mindsound at 6:24 PM on April 14 [1 favorite]

Zappo's is famous for this stuff!
posted by cdmwebs at 8:02 PM on April 14

Puget Computers is the Gold Standard in my book. Even better than Newegg. If you've ever ordered from them, you'll know what I mean. It's obvious a lot of care went into the backend of the website and the customer service and follow-up is excellent all around.
posted by LuckySeven~ at 8:02 PM on April 14

My last two experiences with Dell, using their online support chat have been phenomenal. Similar stories for both, but the first time I had a computer with what seemed to be a fried motherboard, I tested the other elements before trying the support route.

I simply logged in, initiated a chat, told the support agent my problem, what I had tried and asked for suggestions. He asked a couple of questions, then took my address and sent a replacement. Maybe 20 lines between us, tops.

Part arrived four days later via Fedex, the Fedex lady came by and replaced the motherboard for me-- as in, took the computer apart and put it back together, not just gave me the board.

Same happened the second time, but some corrupt RAM was replaced (different computer).

It might be different in the states (I'm in the Caribbean, so deal with the Latin American office) but it truly blew me away.
posted by Static Vagabond at 8:03 PM on April 14