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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... 

Online customer service inforgraphic

Graham Charlton

Published 11 October, 2011 by Graham Charlton

Graham Charlton is the former Editor-in-Chief at Econsultancy. Follow him on Twitter or connect via Linkedin or Google+

2565 more posts from this author

Comments (2)

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Stephen Cullen

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.

about 5 years ago

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Gina

Great article! Love the infographic.

about 5 years ago

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