Amazon, which stresses self-service, is tops in customer service survey

Showing that it pays to meet customer expectations, Amazon.com—which relies heavily on self-service to assist shoppers—is tops among all retailers in customer service, according to a survey released by the NRF Foundation and American Express Co.

Amazon, No. 1 in the Internet Retailer Top 500 Guide to Retail Web Sites, is notorious for its lack of customer service features common on other retail web sites, such as live chat or easy access to a toll-free customer service telephone line. Although it offers a “Help” link at the top of each page, the Help section is mostly based on self-service links to get answers. Shoppers also have the option to e-mail Amazon for a return e-mail or telephone call.

Full article at InternetRetailer.com

Amazon rolls out auto parts store

Visitors to Amazon.com’s new Automotive Parts and Accessories Store can access more than 1 million products for about 10,000 different U.S. car and truck models. The store also provides parts information from other retailers.

“We`re providing a broad selection of products for auto enthusiasts, who are passionate about the appearance and performance of their cars, but also making the Automotive Store convenient for the everyday motorist who is looking for basic car care and maintenance items,” says Steve Frazier, vice president, Automotive. “Amazon`s core principles of selection, convenience and low prices will help us meet the needs of this growing segment in the online marketplace.” Amazon is No. 1 in the Internet Retailer Top 500 Guide to Retail Web Sites.

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