customer service - Internet Marketing News and Blogs

A friend of mine recently purchased a new computer from a major computer brand that shall remain nameless (I will give a hint, however - it starts with an "L" and ends with an "o").

This brand has a reputation for producing quality computers and providing quality support so her experience was quite shocking to me.

Royal Mail has recently introduced a new online customer service system, 'Ask Sarah', which aims to give customers immediate answers to their queries online.

We talked to Stephen Mitchell, Royal Mail's Digital Operations Manager, about the introduction of the new customer service system and the impressive early results...

I recently worked with a client who runs a relatively small e-commerce operation as a second business.

He lamented the fact that when he provided a phone number on his website, his sales more than doubled but the time required to run the business also more than doubled because of all the phone calls, which was not viable for him.

From reading the business press it would be fair to assume that customer experience is high on the agenda of many business executives. 

But is that really the case or are too many senior managers just talking the talk and not walking the walk? Is your company one of those that is just paying lip service? 

Read on to see if your company passes this tongue in cheek test.

The Christmas season is well underway for retailers, which means customer service departments will be facing a battle to maintain standards.

With many customers shopping online for the first time, as well as those internet shopping veterans who will turn out in great numbers, etailers must ensure that they provide a positive experience to encourage repeat business.

So how can they do it? Some tips after the jump...

Despite falling broadband prices, customers' satisfaction with their broadband service providers has fallen by 9% over the last year.

In a YouGov survey of more than 11,000 broadband customers, conducted for uSwitch, Orange and TalkTalk were both rated bottom for the services they offered, even though both launched ‘free broadband’ packages this year.

A new survey has shown that consumers are generally happy with the quality of home internet services, but also revealed a high level of dissatisfaction over customer service.

In Point Topic’s latest Broadband Consumer Survey, 91% of broadband customers said they were happy with the quality and reliability of their internet service, and 82% are satisfied with download times.

New research has shown that online companies need to dramatically improve their customer service and offer more help to customers on their sites. Telecoms providers came off worst in the survey, with banking websites the best performers.

The survey, by eService provider Transversal, has revealed that customers often face waits of up to 2-3 days for their emails to be answered, a situation which is exacerbated by the lack of online help offered by some websites. Some 60% of customer emails are generated by the lack of available information on websites.