Contact Center Solutions Featured Article

Businesses that Focus Only on Phone Support Will Be Left in the Cold This Year

December 24, 2012

Attention all retailers! When a customer writes an email to your company, answer it!

Roughly $7.45 billion (£4.6 billion) was in jeopardy in the United Kingdom alone this Christmas shopping season from poor customer service, according to Mark King, vice president, Europe and Africa, for Aspect (News - Alert) Software. This should punctuate the need to respond to all communications channels when it comes to customer service. With evidence solidifying the rise in online retailing and Christmas spending expected to hit record amounts this year, it is extremely alarming that a large number of retailers are failing to respond to online queries,” noted King.

A detailed study carried out by multi-channel customer interaction management software provider Eptica found that only 48 percent of retailers could answer basic questions via email, as reported by the Cellcentre Helper blog, and only 53 percent could answer basic questions online.

Researchers were unable to email nearly a quarter of the companies in the study, as they either had removed the opportunity for non-customers to contact them through this channel or email addresses could not be easily found, according to the Eptica web site.

Of those retailers that did respond, it took roughly three days to get a response, an astounding 44 hours longer than it did in a similar 2011 study.

“Response times varied greatly – two companies successfully answered email questions in a superfast 19 minutes, but another took one month to reply,” wrote Eptica on its web site. “Overall, every one of the ten sectors surveyed answered emails slower on average than in 2011.”

King at Aspect Software, at least, was shocked by the findings.

“We’ve seen the struggle retailers have had with the high street, but failing to perform and bring in the all important ‘big bucks’ during the golden quarter can cement a retailer’s fate in the wrong direction,” he said. “The retail sector is notoriously competitive and not only does the service delivered affect the success of a retailer, but so does the festive season.”

Consumers are not content with only having phone support these days. As consumers get increasingly used to texting their friends and emailing colleagues at work instead of picking up the phone, this behavior is spilling over into interaction with retailers. Instead of waiting on hold, an increasing number of consumers would rather dash off a quick email.

This means retailers need to be ready for email and similar methods of communication. Retailers that have implemented a strong communications strategy and integrated channels possess a real advantage over their competitors, and pleasing customers this Christmas is absolutely vital,” noted King.

Want to learn more about the latest in communications and technology? Then be sure to attend
ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida. Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.




Edited by Peter Bernstein

Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Center Solutions Week in Review: Dell, Opower, TeleTech Address Customer Experience

The week in contact center solutions saw the introduction by Opower of a new solution to the marketplace, the partnership of Dell and Medallia, the announcement of a new TeleTech call center in the lone star state, and the awarding of accolades to Ambs Call Center. [ Read More ]
10/18/2014

Opower's Customer Engagement Platform Gets a Makeover with New Analytic Tools

Enterprises all over the world, across many industries and sectors, have woken up to the importance of delivering sound customer service. The utility sector is no exception. In fact, at a time when the earth's fossil fuel reserves are fast diminishing, the gas, water and electric utility companies are striving to take the customer relationship to a far deeper level, so that they may find themselves in a better position to influence their customers to adopt more sustainable lifestyles and minimiz… [ Read More ]
10/15/2014

Ambs Call Center Presented with 2014 CAM-X Award of Excellence

For the fifth consecutive year, Ambs Call Center is said to have received the exclusive 2014 CAM-X Award of Excellence and also has been rated as the one of the top 10 answering services in terms of quality in North America. [ Read More ]
10/13/2014

Dell Announces Medallia as Open Networking Customer

Medallia, a global leader in Software-as-a-Service Customer Experience Management solutions, recently opted for Dell's Open Networking solutions [ Read More ]
10/13/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!