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Just In Time For Online Holiday Shopping, Survey Results Prove: Companies Provide Mediocre Online Customer ServiceThe need for intelligent self-service and consistent knowledge across all channels is recognizedServicesoft, Inc., a leading provider of intelligent e-Service solutions, today announced the findings of an independent survey, which identifies issues consumers face with their online customer service experience. Data was gathered from 100 companies that conduct business online, including bricks and clicks, pure-play online companies and department stores. Survey participants were asked to order a given product online and use any customer interaction capabilities available on each site. Top findings that were identified as a result of the survey include: 94% of self-service components were limited to static FAQs Of the sites providing email, 56% took more than two business days to respond to questions 12% responded to email queries in less than eight hours (a standard business day), while 36% responded within 24 hours 6% offered personalized answers to "natural language" questions 10% of the sites did not provide telephone numbers 17% of sites did not offer email capabilities 13% provided live chat capabilities 22% of stores had a web presence, but did not allow for online purchases (primarily department stores). Other concerns raised through the survey include e-mail responses that were very generic in nature, with some leaving the customer name blank and others providing no real answers at all. In addition, the overall lack of real-time interaction capabilities - critical issues in today's E-shopping environment - where customers still require the comfort of live interaction and personalized service, significantly fall short of actual experiences. Researchers also discovered that E-tailers that integrate a knowledge base into their web sites allow customers to find needed information in a few mouse clicks. Customers are able to quickly and consistently get answers to questions by allowing access to information in the manner that is most comfortable (i.e. following decision trees and responding to questions through natural language queries). Furthermore, when customers do need to email questions or speak with a live customer service representative, integrated intelligence enables E-tailers to respond appropriately, ultimately ensuring overall quality customer satisfaction. "As cited in a recent Datamonitor study, the retail industry could lose $173 billion during the next five years unless customer service is improved," stated Datamonitor Consultant Evan Kirchheimer. "By making effective customer service a priority, E-tailers could salvage at least 7.8 percent of abandoned online orders." The findings of this survey have demonstrated that, while companies are making progress in the area of online customer service, there is still a need for intelligence, integration and personalization - all differentiators for success as companies compete to provide proactive eService that will ultimately secure and retain online customers. "Servicesoft decided to hire an independent survey company to illustrate the state of eService today and help E-tailers realize that there is still more progress to be made," stated Jeffrey Whitney, vice president of marketing for Servicesoft. "Right now, in a year where online presence is a given and fulfillment is less of an issue, the ability to provide extraordinary online customer service is essential to the success of any E-tailer. Companies need to recognize the importance of providing the same intelligence through all communication channels and the tremendous effect this knowledge has on customer experience and loyalty." Results and additional details from the survey can be accessed through survey@servicesoft.com or by calling 800-737-8738. About Servicesoft Inc. Servicesoft, Inc. (http://www.servicesoft.com) is a leading provider of intelligent eService solutions. Its breakthrough eService solution Servicesoft 2001 combines self-help and assisted service, e-mail management, live collaboration and more using a single, intelligent knowledge platform. As the only truly integrated, multi-channel eService solution on the market today, Servicesoft 2001 enables businesses to provide extraordinary, proactive customer service via the Internet, ultimately helping companies to increase customer loyalty and satisfaction, reduce operating expenses and increase overall return on investment. Furthermore, Servicesoft solutions maximize an organization's call center and e-commerce investments by easily integrating with the existing technology, including automatic call distributors (ACD), customer relationship management (CRM) systems, databases, and e-commerce applications. Major companies worldwide, such as Cisco Systems, Motorola, IBM, Eddie Bauer, GTE, and Verio rely upon the company's award-winning offerings. The company's partners include leading call center, system integration, and customer relationship management companies. Privately held, Servicesoft has global headquarters in Natick, Massachusetts, European, Middle East and Africa (EMEA) headquarters in the United Kingdom and offices throughout the U.S., Canada and Europe. Servicesoft, Servicesoft 2001 and Servicesoft eCenter are registered trademarks or trademarks of Servicesoft, Inc. All other brands and products referenced herein are acknowledged to be registered trademarks or trademarks of their respective holders. Editorial Contact: Jessica Mayo Servicesoft, Inc. (508) 653-4000, Ext.3356 jmayo@servicesoft.com top of page |
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