Under the terms of the agreement, STELLAService customer service performance data will be used within Google offerings, including Google Trusted Stores, a selective certification program that helps shoppers identify the best online stores.
Through a process audited by global accounting and auditing company KPMG, STELLAService analysts measure and rate the end-to-end service experience across support channels including phone, email, chat and Twitter as well as shipping, returns and refunds. The service metrics include a mix of speed and quality, such as total time to reach a live representative on the phone, product and policy knowledge and packaging quality.
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