Online Web Retailers get Failing Grades in Answering Shoppers Questions

[mandy]

Britain's retailers are neglecting online shoppers by taking too long to answer emails or simply by not providing the right answers to basic customer service questions.

Research carried out by eService provider Transversal found that online retail websites could only answer five out of the 10 most often-asked customer questions. The questions vary depending on the industry concerned, but commonly include queries about deliveries or returns.

The average length of time taken by retailers to reply to customer emails was equally poor - with one online grocer taking a staggering 97 hours...

full article: http://www.computeractive.co.uk/computer...ail-answer

[maggie777]

However, Transversal pointed out that a fast response isn't any good if replies do not actually address specific questions.

I try to make sure every reply is relevant.  We answer emails within 12 hours -usually much less.