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 editor in chief at SaleCycle, and former editor at Econsultancy. Follow him on Twitter or connect via Linkedin.

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Comments (2)


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.

almost 7 years ago



Great article! Love the infographic.

almost 7 years ago

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