A Fulfilling Holiday
Ashford.com made a serious commitment to satisfying customers this season, and succeeded
In addition to meeting its fulfillment time goals, the company brought the average call wait time down to 36 seconds during the holiday season, compared to two minutes in the 1999 season. The company also significantly reduced its average e-mail response time from 1999’s average of 24 hours to answering 46 percent of customer e-mails within two hours.
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