• Latest

Dumb Retail Sites Fail To Deliver Customer Service

5 July, 2006
China Liberal Education Holdings Limited Starts Higher Volume Production and Expands Domestic Sales Channels of All-in-one Machine AI-Space

China Liberal Education Holdings Limited Starts Higher Volume Production and Expands Domestic Sales Channels of All-in-one Machine AI-Space

19 December, 2020
Bell connecting Canadians at home for the holidays with free TV programming and no extra usage fees on residential Internet

Bell connecting Canadians at home for the holidays with free TV programming and no extra usage fees on residential Internet

18 December, 2020
TEMSA: Bus exports to be delivered to the heart of the European Union

TEMSA: Bus exports to be delivered to the heart of the European Union

18 December, 2020
EU tries to reshape the rules of the Internet

EU tries to reshape the rules of the Internet

17 December, 2020
Matterport Brings 3D Capture to the iPhone

Matterport Brings 3D Capture to the iPhone

5 May, 2020
NASA Administrator Statement on Agency Coronavirus Status

NASA Administrator Statement on Agency Coronavirus Status

15 March, 2020
Technology Supports Social Distancing in age of Covid-19

Technology Supports Social Distancing in age of Covid-19

15 March, 2020
Second Staff Exchange Between EU CyberSecurity Organizations

Second Staff Exchange Between EU CyberSecurity Organizations

19 February, 2020
Iranian Professor on the Iran-US escalation: “Iranians expected to hear a clear and steadfast condemnation from Turkish authorities over Soleimani’s death”

Iranian Professor on the Iran-US escalation: “Iranians expected to hear a clear and steadfast condemnation from Turkish authorities over Soleimani’s death”

16 February, 2020
Badly Trained Spam – Only A Quarter of Brits Train their Spam Filter

Badly Trained Spam – Only A Quarter of Brits Train their Spam Filter

6 February, 2020
Year 2020: What is the Status of 5G Rollout Worldwide and Turkey

Year 2020: What is the Status of 5G Rollout Worldwide and Turkey

31 January, 2020
Turkish Competition Authority’s Android Decision

Turkish Competition Authority’s Android Decision

18 December, 2019
  • About Us
  • Contact Us
  • Homepage
  • Latest News
  • News Widget
  • Privacy Policy
Saturday, April 1, 2023
Social icon element need JNews Essential plugin to be activated.
  • Login
  • Register
Globaltelconews
Advertisement
  • IT
  • Telecom
  • Mobile
  • e-Commerce
  • Fintech
  • Security
  • New Tech
  • About
    • About Us
    • Contact Us
    • Privacy Policy
No Result
View All Result
  • IT
  • Telecom
  • Mobile
  • e-Commerce
  • Fintech
  • Security
  • New Tech
  • About
    • About Us
    • Contact Us
    • Privacy Policy
No Result
View All Result
Globaltelconews
No Result
View All Result

Dumb Retail Sites Fail To Deliver Customer Service

globaltelconews-admin by globaltelconews-admin
5 July, 2006
in English
0

The length of time taken by retailers to reply to customer email was equally poor – with one online grocer taking a
staggering 97 hours.

Compared to CD, Games, books and electronics retailers; grocery and fashion companies were slowest at answering emails, taking nearly 23 hours on average. Even the fastest retail sector to reply, CD and booksellers, took an average of eight hours – a complete working day. The quickest individual email reply came from a fashion retailer, within 5 minutes – highlighting a
vast chasm between the best and worst performers.

However, a fast response isn’t any good if replies do not actually answer
customer’s specific questions – only 75 per cent of email replies from electronics, grocery and fashion companies successfully answered the question asked.

Similarly, just 60 per cent of email replies from CDs and books provided a useful answer. Despite the massive increase in online sales, only eight per cent of retailers surveyed had invested in a customer-centric means of searching for information. This compels consumers to waste time trawling through websites or forces them to break away from shopping in order to call or email contact centres. The lack of intelligent eService means that retailers are missing out on the ability to understand consumer behaviour where it is most important – at the point of purchase, thus impacting potential sales.

Transversal’s online customer service research covered 100 leading UK companies, including 40 retailers in the grocery, fashion, CD/book and electronics markets. The overal results were so poor, that retailers scored second highest, ahead of utilities, banking, telecoms, consumer electronics, travel and insurance, by answering just 50 per cent of straightforward customer questions, from their websites. “Despite the growth of online sales, retailers are still not providing good customer service on the web, and they simply wouldn’t get away with it on the high street” commented Davin Yap, CEO, Transversal. “Given that they are providing tangible goods this should be straightforward, however our research has found the exact opposite. Retailers will drive shoppers into the arms of their competition through their failings.” Ten per cent of UK retail sales are now either made online or influenced by the web, according to research from IMRG. This totals 80 billion with 45 per cent of shoppers looking to increase online spending in 2006.

Previous Post

Major phishing attack launched last night

Next Post

DVB Project sets the standard for IPTV

Next Post

DVB Project sets the standard for IPTV

Leave a Reply Cancel reply

Your email address will not be published. Required fields are marked *

Navigation

  • Authors
  • Author Login
  • Author Application
  • Advertisement
  • About Us
  • Contact Us
  • Privacy Policy
  • Terms of Use
  • Sitemap
Social icon element need JNews Essential plugin to be activated.

© 2018 Globaltelconews.com

No Result
View All Result
  • IT
  • Telecom
  • Mobile
  • e-Commerce
  • Fintech
  • Security
  • New Tech
  • About
    • About Us
    • Contact Us
    • Privacy Policy

© 2018 Globaltelconews.com

Welcome Back!

Login to your account below

Forgotten Password? Sign Up

Create New Account!

Fill the forms below to register

All fields are required. Log In

Retrieve your password

Please enter your username or email address to reset your password.

Log In