Marketplace customer experience
Marketplace sellers not only support, but actually enhance the buyer’s experience
Shoppers are putting more pressure on retailers each year to provide value. 89% of consumers globally say inflation has made them look for better value, according to a 9,600-person global survey recently conducted by Mirakl.
Marketplace sellers are rising to the challenge, working with retailers to meet customers’ rising expectations for both value and a seamless shopping experience. The average seller has nearly three years of experience selling on marketplaces. According to shopper-generated ratings and reviews, the most experienced sellers earned a rating of 4.5 out of 5 from shoppers, a strong signal of customer satisfaction.
What’s more, customer service issues are rare and getting rarer, with inquiries per order falling to 4.6% compared to 5.2% in Q2 2022. And nearly all inquiries are resolved autonomously by sellers: 99.8% of inquiries are handled without intervention from the operator.
Marketplace sellers have mastered customer service. 99.8% of customer service inquiries are handled by sellers without intervention from the operator
