Zappos: 24/7 Customer Service in the Internet Age

January 5th, 2011

24/7 Customer Service in the Internet Age

by Lauren Shapiro*

In the past few years, nearly everything has found its way to the Internet, from ordering your groceries online to ordering a pizza. What we have learned, though, is that the Internet takes out a key component that online shoppers often need – personalized assistance… or at least the option of it. In fact, many online retailers have left their consumers high and dry when they need help navigating their website or have questions about their products. Other brands have gotten creative, however, combining the ease and convenience of online shopping with the option of real-time customer service when needed.

One of the main draws to is the accessibility to a real walking and talking person! While on the Zappos site, you can easily call the 24/7 customer service phone number or opt for live help which will connect you via online chat with a customer service representative. is a prime example of client service gone right. According to, Zappos grossed over one billion dollars in 2009 and, as cited by, they earned themselves the number 15 spot on Fortune’s 2010 100 Best Companies to Work For list. Their attention to customer service combined with a quality product and strong culture have made Zappos an example for other organizations to follow in 2011.

Zappos isn’t shy about sharing their secrets to success either. provides a unique opportunity to visit the Zappos “family” (as the employees are called), schedule time to tour their facility in Las Vegas and learn about and request your own Zappos Culture Book that outlines Zappos culture, core values, and tips for your own organization.

Zappos puts a strong emphasis on the culture in which their employees thrive. The happiness of the employee then translates to the customer – making for an overall positive experience. Just ask Donavon Roberson, Zappos culture evangelist, or Matt Wong, Zappos audio/video jedi, who make up a portion of the Zappos Insights team.

As we continue to worry about the down trodden economy, the unemployment rate and the many other lackluster things going on – why not take a nod from and put our focus on being creative, thinking outside the box, being positive and being strongly attentive to customer service and internal culture?


*Bio: Soon after graduating from the Richard Stockton College of New Jersey, in 2006 with a B.A. in communication and a B.S. in business/marketing, I joined the BurrellesLuce client services team. In 2008, I completed my master’s degree in corporate and organizational communications and now serve as Director of Client Services. I am passionate about researching and understanding the role of email in shaping relationships from a client relation/service standpoint as well as how miscommunication occurs within email, which was the topic of my thesis. Through my posts on Fresh Ideas, I hope to educate and stimulate thoughtful discussions about corporate communications and client relations, further my own knowledge on this subject area, as well as continue to hone my skills as a communicator. Twitter: @_LaurenShapiro_ LinkedIn: laurenrshapiro Facebook: BurrellesLuce

One Response to “Zappos: 24/7 Customer Service in the Internet Age”

  1. […] This post was mentioned on Twitter by Cathy Del Colle. Cathy Del Colle said: RT @_LaurenShapiro_: 24/7 Customer Service and the Internet Age – my latest blog about @ZapposInsights on Fresh Ideas […]

Leave a Reply