Avinash Kaushik - world leader in web business optimisation
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Online customer service
Up one levelPlease select a link below to see my articles and posts for Online customer service. Alternatively, click on tags above to show articles related to Online customer service.
Customer service email response times
I have reported on the woeful customer service email response statistics in previous reports. This 2008 report on response times suggests the situation may be getting worse. How do your response times compare?
Online service quality paper
This online service quality paper which I reference in Chapter 7 of my Internet Book is available online through Google Scholar.
Measuring and Managing the Online Customer Experience
Do you have an OCXO? Someone responsible for Online Customer Experience Management? This article looks at some of the benefits of this approach.
Poor inbound e-mail response
Surveys reporting on poor inbound e-mail response have been done since the year dot .com. These surveys shows that few improvements have been made.
UK Companies Fail Online Customer Service Test
Similar surveys over the past 5 or 6 years have shown failures in online support - replying to e-mails and answering specific question. This survey shows some improvement, with the majority at least replying to E-mails, but many still not answering accurately. Survey is useful since splits out by sector and shows average response times. Unfortunately, sample size is not given. The impact of customer perception of these online brands must be significant.
Intel optimises customer service online
A short article on experiments conducted for Intel by MIT to improve trust and ease of use in order to reduce costs.
