New Report Shows Financial Services Market Leads in UK Online Customer Service
But Major Improvements Still to Be Made Across All Segments
eGain Communications Corporation (Nasdaq: EGAN), a leading provider of Enterprise Interaction Management software for the Internet, today announced the results of its latest survey into the current state of UK online customer service. Recording a 14% improvement in response to customer email enquires since the previous survey six months ago, the results indicate that investments in online customer service by the UK financial services market are starting to paying off.
Commissioned by eGain and conducted by the Hewson Consulting Group, this is the fourth survey in an ongoing series into online customer service. 214 major UK organisations across 12 major UK industries, including, finance, retail, automotive, adult entertainment and travel were included to assess whether the quality of service had significantly improved over the past six months.
A total of 36 personal finance, investment and stock dealing companies were contacted online under the guise of either an existing or prospective high value customer. Each organisation was asked a number of time-critical questions specifically targeted to their respective business, for example, “Could you please forward an information pack in respect of the maximum investment amount of £7,000 into the UK Growth Fund.” Or “Could you please advise what would happen to my investment in an ISA in the event of my death.”
The financial services sector delivered the highest response rates, the fastest response rate with 62% answering enquires in 24 hours, and offered the most complete answers, 74% offering a full or part answer. 54% of requested corporate literature were received within five working days, averaging 3.6 days to arrive.
Vice President International Marketing at eGain, Ryan Rosenberg, comments on the findings, “Although the results indicate an improvement in the quality of online customer service, the level of service is still unacceptable. The use of email as a customer touch-point was assessed in this survey, and even for financial services one out of three customer emails are not responded to, other segments are worse. Furthermore for customer service to be successful online organisations must offer the customer complete online service be it email, self-service or assisted live service.”
Rosenberg continues, “Banking customers have recently been empowered with the ability to move their bank account to a rival bank with a single signature. Add to this the growth of online banks and you now have a fiercely competitive and dynamic market.”
eGain works with four of Fortune Magazine’s recognised top ten banks in the world, Lloyds TSB Group, Barclays, HSBC Holdings and Bank of America. eGain also has successful ongoing projects with ABN AMRO, Halifax Direct, Sema Group, National Westminster, MasterCard and GE Capital.
About eGain Communications Corporation
eGain (Nasdaq: EGAN) is a leading provider of Enterprise Interaction Management (EIM) software for the Internet. Selected by 24 of the 50 largest global companies to transform their traditional call centers into multi-channel eService networks, eGain solutions measurably improve operational efficiency and customer retention – thus delivering a significant return on investment (ROI). eGain’s best-in-class application suite includes email management, web collaboration and self-service, and a scalable enterprise-wide knowledge management solution. Headquartered in California, USA, eGain has an operating presence in 18 countries and serves over 750 enterprise customers on a worldwide basis – including ABN Amro, AOL, Barclays, Microsoft and Vodafone. To find out how eGain can help you gain customers and sustain relationships, please visit http://www.eGain.com or call the company's offices - US: +1 888 603 4246; Sydney: +612 9492 5400; London: +44 (0) 1753 464646.
Further information on eGain - including interviews, reviews and photography is available from either Graham Thatcher or Juliette Doel at MCC International
Tel: 01753 464646
Graham Thatcher/ Juliette Doel
MCC International Ltd
Tel: 01962 888100
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