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Rude, sloppy and slow: Just another online service experience

22nd Mar 2013
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New research has revealed that organisations are failing to provide a satisfactory experience or match expectations, despite customers increasingly demanding online service.  

A survey of over 2,000 consumers by YouGov and Sirportly revealed that 65% of people have received poor customer service online. A slow response was shown to be common with half of respondents reporting that companies had left them waiting.

And this is likely to have negative effects for brands. According to the figures, 94% of people would be likely to recommend a company if they had a good customer service experience with them, and 93% of people said it makes them loyal to a company.

Adam Cooke, creator of Sirportly, said: “The Internet empowers businesses to provide good customer service quickly and easily, so why are so many falling short? We suspect outdated and disorganised methods of responding to customers are causing the problem – there’s nothing stopping these businesses streamlining their customer service process to enable them to handle more queries with the same number of staff.”

Research from LivePerson recently revealed that over half (57%) of consumers would like access to live chat whilst 41% confirmed they would have greater trust in a website offering live chat.

However, in contrast to Sirportly’s study, the earlier research from LiverPerson claimed that 73% of consumers were satisfied with their overall experience of online service – higher satisfaction than for email or call centres.

Organisations looking to better their online operations should consider that speed (82%) and simplicity (56%) were the most important factors in providing great customer service, according to LivePerson. 


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