News: Customer Service/Care
Customer service training: Online consumer care 'must be improved'
07 August 2009
New research has revealed that consumer care from online businesses still needs to be improved, highlighting the need for customer service training.
A study by IMRG and e-Customer Service Index has advised these companies not to become complacent with high buyer satisfaction.
Chris Russell, director of eDigialResearch, claims that high demand does not mean that elements such as customer service training and consumer care can be ignored.
He states: "With the demand for internet shopping set to reach a record high this Christmas, e-retailers need to ensure that they have the appropriate resources available to respond promptly to customer requests."
The index found that satisfaction levels are currently at 79 per cent, while 76 per cent are happy with the level of consumer care they receive from online companies.
Recent research by nGenera CIM recently found that e-retailers are losing approximately £1.4 billion a year due to poor consumer care, highlighting the value of customer service training.
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