Otto’s customer service is everything but perfect

Caption of different sets of clothing on a clothing rack and a chair.
Photo: Geneva Vanderzeil

Insight nr. Ⅰ
The topic “call handlers” occurred in 6% of the reviews and has an average grade of 1,43 / 5. Sentiment decreases in 2020. Some had reportedly been put on hold for a long time before being able to speak to someone. There’s a lot of back and forth communication before issues are being resolved.

Insight nr. Ⅱ
The topic “email support” occurred in 8% of the reviews and has an average grade of 1,38 / 5. It’s related to the topic “call handlers”. It was mentioned that email support had been unresponsive, either that, or it takes a long time for them to resolve order issues, as mentioned before.

Insight nr. Ⅲ
The topic “cancel orders” occurred in 9% of the reviews and has an average grade of 1,33 / 5. It seems that some customers had difficulties trying to cancel their orders which had been standing still for several days and not arrived.

Caption of the topic “call handlers” from the dashboard of this analysis.

Conclusion and suggestions

After analyzing customer reviews for Otto, it’s clear that a lot can be done to improve their customer satisfaction. Our main suggestion is to create a new and more efficient customer support system. Perhaps implement chat support as well. We believe that something needs to be done regarding customer support if they want to keep their customers.

The research team at Gavagai performed this analysis using our AI-powered text analysis tool, Gavagai Explorer. All texts analyzed in this article are collected from public online data published on TrustPilot.

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