Feeds

Web sites are rubbish at customer care, says report

So push off then, OK?

  • alert
  • submit to reddit

The Essential Guide to IT Transformation

Web operations are lousy at customer service, according to a new report by Jupiter Communications. Of the top-ranked Web sites, 42 per cent took longer than five days to reply to customers' emails, or they never replied at all, or weren't accessible via email. Jupiter says this means they're missing opportunities, discouraging brand loyalty and opting out of user-initiated one-to-one relationships (NB we're sure Jupiter isn't really recommending we date our readers). The report splits a total of 125 sites into five categories: content, consumer brands, travel, retail and financial services. Retail sites performed best, with 54 per cent responding in less than one day, but 19 per cent of travel sites took at least three days to respond. "This effort illustrates that many Web sites have been unable or unprepared to respond to the flood of user questions that come in via e-mail from their sites," says Ken Allard, group director of Jupiter's Site Operations Strategies. "Answering thousands of questions per month is an enormous challenge for sites offering complex products and services, especially if they never had a traditional call centre. Yet, companies that delay responses to user questions instantly lose a significant degree of credibility and user loyalty, and not responding perpetuates the consumer notion that using the Web site is not a reliable method of doing business with that company." ® Click for more stories

Boost IT visibility and business value

More from The Register

next story
iPad? More like iFAD: We reveal why Apple fell into IBM's arms
But never fear fanbois, you're still lapping up iPhones, Macs
Sonos AXES support for Apple's iOS4 and 5
Want to use your iThing? You can't - it's too old
Amazon says Hachette should lower ebook prices, pay authors more
Oh yeah ... and a 30% cut for Amazon to seal the deal
Philip K Dick 'Nazi alternate reality' story to be made into TV series
Amazon Studios, Ridley Scott firm to produce The Man in the High Castle
Too many IT conferences to cover? MICROSOFT to the RESCUE!
Yet more word of cuts emerges from Redmond
Joe Average isn't worth $10 a year to Mark Zuckerberg
The Social Network deflates the PC resurgence with mobile-only usage prediction
Chips are down at Broadcom: Thousands of workers laid off
Cellphone baseband device biz shuttered
Feel free to BONK on the TUBE, says Transport for London
Plus: Almost NOBODY uses pay-by-bonk on buses - Visa
Twitch rich as Google flicks $1bn hitch switch, claims snitch
Gameplay streaming biz and search king refuse to deny fresh gobble rumors
prev story

Whitepapers

Implementing global e-invoicing with guaranteed legal certainty
Explaining the role local tax compliance plays in successful supply chain management and e-business and how leading global brands are addressing this.
Consolidation: The Foundation for IT Business Transformation
In this whitepaper learn how effective consolidation of IT and business resources can enable multiple, meaningful business benefits.
Backing up Big Data
Solving backup challenges and “protect everything from everywhere,” as we move into the era of big data management and the adoption of BYOD.
Boost IT visibility and business value
How building a great service catalog relieves pressure points and demonstrates the value of IT service management.
Why and how to choose the right cloud vendor
The benefits of cloud-based storage in your processes. Eliminate onsite, disk-based backup and archiving in favor of cloud-based data protection.