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London, (22 September, 2011) – Over complicated call management systems, emails that take an age to get a response and a desire for immediate information is driving consumers online to find the answer to their queries – and to a competitor’s website if they can’t. These are some of the findings of an independent survey carried out on behalf of Artificial Solutions.

Fuelled by social media and the success of smartphone apps that make finding information faster than ever before, customers are demanding the same interactive experience from their favourite brands online. 96% of respondents visit a company website first to find an answer to their queries. However, organisations that have not optimised the customer online experience may find themselves losing business. Crucially, 89% would definitely (26%) or possibly (63%) buy from a competitor if they could not get their queries answered...

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