Growing CRM Frustration
According to a recent survey, 95 percent of online business buyers routinely encounter poor online customer service.According to a recent survey conducted by Critical Research and commissioned by intelligent service software provider Motive Communications, Inc., online business buyers routinely encounter poor online customer service.
In fact, customer dissatisfaction is so prevalent that many business customers regularly abandon shopping carts and leave Web sites because of poor service. Of the 200 U.S. online businesses surveyed, 95 percent found a range of problems including difficulty in locating information or completing transactions; untimely and inaccurate information in response to service requests; and inadequate e-mail and telephone service.
Other findings include:
- Ninety-three percent surveyed said they regularly had problems conducting business online
- Eighty-five percent had trouble signing up for a service
- Eighty-one percent had difficulty researching a product
- Seventy-five percent encountered problems when executing transactions
- Only 36 percent received sufficient help via online methods
- Ninety percent claimed that responses to queries were unacceptably slow
- Eighty-one percent said they had received inaccurate information when they finally received a response
Founded in May 1997, Motive Communications, Inc. provides intelligent software by building service into digital products and processes in order to deliver timely, targeted assistance to customers. Motive's ServiceNet Platform enables businesses to create service-rich products and applications that capture market share and fuel customer loyalty, while slashing service costs. Clients include Adelphia, Compaq Computer Corporation, Dynegy Inc., EDS, Fujitsu Ltd., Great Plains, Hewlett-Packard Company, Intuit, Merrill Lynch, Target Corporation, WebLink Wireless Inc. and Wells Fargo.