Three Areas Where Companies Fail

Maria of CustomersAreAlways has posted an interesting summary of a study of 100 online retailers. The results are baffling. Here are some interesting facts and figures:

  • 34% of emails to the online retailers were ignored.
  • 97% of the retailers did not have a knowledge base or similar online self help tool available to interested customers.
  • A remarkable 49% of emails and 28% of phone calls provided inaccurate information to the customers.
  • 89% of online retailers don’t provide their employees with a history of the customer’s interactions with and across the company.

I feel that the results of this study are really sad. It shows how much room for improvement there is when it comes to online retailers’ customer service departments. On the other hand, there are retailers like PrintingForLess.com (not so much a retailer, but similar) and Headsets.com that provide terrific customer service day in and day out. One would think there would be more companies with customer service that is at least in the middle.

The issues mentioned in this study aren’t little things. They are huge things. Not responding to emails, not having any self-help tools, providing inaccurate information. These are huge issues.

I usually tell potential clients that I help bring their customer service to the next level. Pretty much every company I work with has these huge things out of the way – they respond to their customers in a relatively timely manner, they provide accurate information, and know what they need to improve upon.

However, companies need to get the big things out of the way before they can think about bringing things to the next level. These companies are likely providing horrible customer service and have a lot to improve upon. Hopefully your company is better. And if it isn’t, hopefully you are in the process of making some big changes very soon.

2 Responses to “Three Areas Where Companies Fail”

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    Oct 10, 07 at 1:31 am

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