When Dell.com launched it was a place to point and click, configure and buy a computer. Just as the Web has evolved so has Dell.com. In fact, Forrester recently recognized Dell.com as a leader among 90 top retail web sites, saying “Dell blew away the competition with its comprehensive customer service touchpoints and community elements.”
We think Forrester’s recognition of the “consistent contextual help and various ways to connect for customer service” represents some of the work we have been doing to evolve Dell.com (and support.Dell.com), just as the Web has evolved so that your customer experience with Dell to deliver choices and information that puts you in charge of what you want and how to connect. You’ll see more and better information on product pages; options to click to chat or click to talk; FAQs, and ratings and reviews from other customers too.
Whether you come to Dell.com to shop, learn, gather information about a possible purchase, get some help or connect with other people in the Dell Community, what matters is that you find helpful information when you need it. I know our global online business continues to focus on new ways to get helpful information in front of you. That’s why I'm glad to see that Dell.com comes out as leader amongst all industries in terms of online retail customer service availability, including our important community and social media efforts.
Is there more to do? Sure. We're just scratching the surface in terms of blending information between Dell's Community site and Dell.com. And beyond that, there's much left on the aggregation front that I discussed back in my presentation on Blending E-Commerce and Community at Blogwell in June.
In your view, how can we make Dell.com and support.Dell.com more useful to you?