FOGDOG SPORTS ANNOUNCES TOP TEN CUSTOMER SERVICE STANDARDS FOR SPORTING GOODS E-TAILERS AT SGMA SUPER SHOW BUSINESS EDITORS/HIGH-TECH WRITERS
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ATLANTA--(BUSINESS WIRE)--Feb. 9, 2000--Fogdog Sports
(Nasdaq:FOGD.O), the leading online retailer in the $150 billion
sporting goods market, today unveiled its Top Ten Customer Service
Standards for sporting goods manufacturers engaging in e-commerce.
The Fogdog Sports (www.fogdog.com) benchmarks, based on feedback
from thousands of consumers and several independent e-commerce ranking
firms, suggest minimum service levels Web retailers should offer in
order processing, shipment and tracking, telephone and email support,
return and exchange policies and personal services.
Fogdog has been cited as the top sporting goods site in customer
service by the Web's premier independent rating services, including
Time Digital, BizRate.com, Gomez Advisors and Feedback Direct.
"Almost every media story about online shopping during and after
the holiday season focused on customer service issues," said Fogdog
CEO Tim Harrington at the Sporting Goods Manufacturers Association
Super Show here. "E-commerce experts agree that the sites that will
emerge on top will be those that deliver superior customer service.
"Fogdog has been customer-centric from day one, and we've learned
a lot from our shoppers over the past two years," Harrington added.
"Selection, convenience and service are their top priorities. We
strongly recommend that brands engaging in e-commerce look to these
standards when forming their online partnerships."
Fogdog Sports issued the industry's first overall certification
standards for sporting goods e-tailers at last year's Super Show. They
covered such factors as site quality and performance, site security
and availability, personalized customer service, support staff,
marketing, product presentation, delivery and international
capabilities.
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Here are the Fogdog Top Ten Customer Service Standards:
1. 800 Number -- it should be easily visible on the home page
2. Live Telephone Assistance -- live assistance should be available 7
days a week
3. Email and Voice Mail Inquiries -- company should respond to
messages within 24 hours
4. Personal Shopper -- site should attempt to find specific products
for consumers
5. Gift Certificates and Wishlists -- site should offer gift
certificates and wishlists
6. Order Placement -- site should take orders online, by phone or by
fax; orders should be confirmed by email; site should provide
notification about product availability
7. Shipping -- orders should be shipped within 1-2 business days;
upgrade options should be offered; customer should be emailed when
order ships
8. Shipment Tracking -- the site should contain direct links to
delivery services
9. Return Policy -- minimum 45 days, unconditional
10. Exchange Policy -- minimum 60 days, for unused items
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