Phone-based customer service fared better

10/02/2007

More than one-third of e-mails sent to 100 of the top online retailers in the United States in a spring 2007 mystery shopping exercise went unanswered, according to Talisma Corp.

The company said that just over one-half of responses were accurate and complete.

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Talisma attempted to contact the companies through numerous channels. Nearly all companies offered customer service by e-mail. Three in 10 online retailers offered Web chat as a customer service option, and 3% offered full-fledged Web self-service.

Phone-based customer service fared better.

All of the audited companies provided customer service by phone. The service was free at 95 of the audited companies. More than seven in 10 of firms provided accurate information over the phone.

More than nine in 10 of the companies answered the phone within 30 seconds.

Source: www.emarketer.com
October 2,2007