Study of 100 online retailers finds an overall decline in customer service

[mandy]

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

[valleygirl]

a toll-free customer service telephone number, which The E-Tailing Group lists as the most important customer service feature.

I have one but callers get an answering service after business hours.

The only bad practice I'm guilty of is shipping deals were more qualified .