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BizReport : Ecommerce archives : September 26, 2007

U.S. e-tailers failing in key areas of customer service

A mystery shopping exercise, conducted across one hundred of the U.S.’s top online retailers, revealed that there is much room for improvement in customer service departments.

by Helen Leggatt

talisma_logo.gifAccording to Talisma’s recent study, online retailers in the U.S. are failing in several key areas of customer service. The consequences, in a market currently valued at just over $31 billion, are loss of revenue and a missed opportunity to save on service costs.

Several key areas in which online retailers are failing were identified:-

Email Response – Despite this communication channel being one of the most favored by Internet users, 34 percent of email queries went unanswered.

Lack of Accuracy – just over half (51 percent) of emails and under three quarters (72 percent) of telephone calls resulted in the provision of accurate information.

Lack of Online Help – Just 3 percent of online retailers provide comprehensive self-help information on their websites to enable users to find out product features, service issues or policies.

“With a $329 billion market at stake, online retailers need to carefully gauge the impact of this report,” said Dan Vetras, president and CEO of Talisma. “Significant opportunities exist for retailers to improve their service while expanding their profits.”

Tags: customer service, online retailers, study

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  • Rocky

    Hi all,

    As far as I am concern the best place to buy products online is where we there is a 24/7 customer support like Live Chat, 24/7 Voice where we can call and enquire about our issues. Where we will be very much satisfied that we have one person who can help us any time......



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