Friday, November 10, 2006
CUSTOMER SERVICE IS E-TAILER'S COSTLY CHALLENGE
Until now, the average e-tailer's idea of customer service was to offer an e-mail link and dump customer inquiries into the e-mail queues of a few staffers working in the back office.
That model is costing Internet retailers serious bucks. A recent Datamonitor report said e-stores lost $6.1 billion in sales last year as a result of poor online customer service -- a figure that could skyrocket this year.
http://www.techweb.com/wire/story/TWB20000920S0008
That model is costing Internet retailers serious bucks. A recent Datamonitor report said e-stores lost $6.1 billion in sales last year as a result of poor online customer service -- a figure that could skyrocket this year.
http://www.techweb.com/wire/story/TWB20000920S0008
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