Disappointed by ecustomer service
Research has shown that using email as a means to provide customer service to customers in the UK is the most ineffective way to communicate.
Eservice provider Transversal looked at how well 100 leading UK companies across various sectors could answer simple questions through email, website and by phone and found that less than half (46 per cent) of questions answered through email were answered effectively.
This figure is down compared to email response satisfaction since 2006, when email responses were satisfactory for 60 per cent of customers.
Dee Roche, director of marketing at Transversal, said that companies are playing “ping pong” with emails, sending them back and forth and confusing customers, with the general picture one of laziness.
While insurance companies were found to be the worst in responding effectively, 80 per cent of CD/DVD retailers had the quickest response time (one hour) and answered with the most correct emails.
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Tags: customer service, dee, director of marketing, email, insurance, insurance companies, laziness, ping pong, response time, roche, satisfaction, sectors, simple questions, time one
