According to the latest survey, more than 40% of the online stores closed the online store customer service function after 5 pm in Germany and the Netherlands, which are relatively mature in the EU’s e -commerce business. Almost half of the German stores have no customer service service at night However, at night, it is the peak period for consumers to shop online.
According to the survey, most of the online store orders in the Dutch market are generated between Monday and Thursday from 10 am to 9pm, and about 13% of consumers choose to shop on weekends; and German consumers I prefer to shop between 6 pm and 10 pm, and more than half of the orders are generated during this period.
In the Netherlands, 44%of online stores will no longer provide services to consumers after 5 pm on working days. Only about 20%of customer service will continue online at night. Most customer service services will be closed after 5 pm on weekends. However, it is worth noting that when viewing the top 10 stores, most of them provide online customer service services for consumers on our working days and weekends.
In Germany, nearly half of the stores (48%) will no longer provide artificial services after 6 pm, and only 17% of online stores provide customer service at night. In addition, only 10% of German e -commerce companies open customer support 7 days a week.