Despite the importance of the internet, online customer service often leaves a lot to be desired.
According to a recent Econsultancy/Toluna survey, 48% of UK consumers find the telephone the most frustrating customer service channel, while 44% prefer to contact firms by email.
In this infographic by customer service vendor zendesk, tha stats show that 58% of US consumers prefer email as a customer service channel...
Graham Charlton is Editor at Econsultancy. Follow him on Twitter or connect via Linkedin or Google+.
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5:38PM on 11th October 2011
Interesting read.
It would be tremendously revealing if we could name and shame the websites involved as there's a hell of a lot of overpaid eCommerce Consultants and "Heads of Online Marketing" out there selling employers pure gibberish at interviews about providing customer journey and user experience. Just a few buzz words meaningless in delivery.
6:53PM on 13th October 2011
Great article! Love the infographic.