Saturday, July 5, 2014

Email is top for customer service

Email is the best performing channel for retail customer service, with 63% of questions answered, ahead of websites, which successfully provided answers to 60% of routine queries. 

Twitter brought up the rear, with just 33% of queries answered effectively.  
The study, carried out by Eptica, evaluated 40 leading UK retailers, split between four sectors (food & wine, consumer electronics, entertainment and fashion). 

It replicated consumer behaviour by measuring them on their ability to provide answers to ten routine questions via different channels.

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