Research Shows that Companies are Falling Short with Online Customer Service; Worrying Findings as
National Customer Service Week Approaches
LONDON, UK. — September 27th, 2010 — In the run up to the Institute of Customer Service’s National Customer Service Week, the world's largest celebration of customer service professionalism, from 4th till 10th October 2010, research commissioned by RightNow (NASDAQ:RNOW) shows that nearly half (48 percent) of businesses are still not meeting consumer expectations when resolving issues or finding information online. As a result, 43 percent of consumers reduce business with a company and more than a third (36 percent) stop doing business with a company completely.
A consistent customer experience across multiple interaction channels is necessary to provide a positive customer experience, and given the choice, the research shows that British consumers prefer to self-serve on a company website, with more...