01-11-2006, 12:08 PM
Quote:A fourth-quarter 2005 study of 100 online retailers found an overall decline in the level of customer service compared to a year earlier...
Among the shortfalls were a drop to 93% from 95% in the number of sites offering a toll-free customer service telephone number, which The E-Tailing Group lists as the most important customer service feature.
...Overall, merchants appeared to be less vested in customer service as more drill-down was required to find answers to questions on-site; contact information was not readily available; FAQs and guarantees were less visible, Freedman said. Address-checking tools and return registration log-ins were not always correct, shipping deals were more qualified and it took longer to receive products.
full article: http://www.internetretailer.com/dailyNews.asp?id=17230
