Online Customer Service... In Need of Support

Article excerpts...

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"From the way you greet them on your home page, to site navigation, availability of information, ease of communication and anticipation of customer needs in online ordering, fulfillment and customer returns, customer service may prove critical to the success of your ecommerce site."

"In a recent study released on March 8, 2000, the Boston Consulting Group reported that at least 4 out of 5 online purchasers have experienced at least one failed purchase. The study also reported that 28% of online purchasers who were frustrated when trying to complete their transaction said they would not shop online in the future. Another 23% of the respondents said they would not buy from that site anymore while 6% stated they would not shop online in the future."

"Online customers are starting to clamor for good, old-fashioned human contact. A recent survey by NFO Interactive Inc. of Greenwich, Conn., an online market research and Web site evaluation company, revealed that close to 35 percent of the more than 2,300 online shoppers surveyed would buy more products online if they could communicate with a person on the other end. Of people who have not yet purchased anything online, nearly 14 percent said they would do so if they could speak to a customer service representative."

"It's no wonder that U.S. customer-relationship management market, consisting of customer assistance by phone, fax and Internet, will grow to $12.9 billion in 2002, compared with $2.95 billion in 1998, according to the Aberdeen Group. There appears to be a growing recognition that customer service has to be improved."

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Gottlieb, Gerry - (2000, September) Online Customer Service... In Need of Support - NetCommerce Magazine