Forrester

Read about speed and relevance of customer response. Jupiter Research: Online customer service remains poor.

Only 30 percent of online retailers responded customer service email requests within 6 hours during the holiday shopping season, according to Jupiter Media Metrix*. Thirty-three percent of Web-only retailers responded within 6 hours, whereas only 27 percent of bricks-and-mortar retailers did so;
Web-only retailers were more likely, however to take more than three days to respond or not to respond at all. Forty percent fell into this category, while only 28 percent of bricks-and-mortar retailers responded to emails after three days or not at all;
Jupiter found that 57 percent of consumers said the speed of response from a retailer to a customer service email would affect their future purchasing decisions. Fifty-three percent said they would be less likely to buy from an offline store if they had a bad experience with the same retailer's online service;
Still, speed isn't the only thing that's important in customer service. Though difficult to quantify in studies, anecdotal evidence suggests that online retailers are doing just as poorly in other areas, including making it easy for visitors to find their own answers and providing quality answers[...];
[...] It doesn't matter how fast you respond if you send back something that doesn't answer a customer's question. Just because it's easier to quantifiably measure response time doesn't mean that response quality is irrelevant. I would rather wait a week for something that actually solves my problem than get a stupid answer in five minutes.[...];
Read the whole article at: www.clickz.com, * Media Metrix research Y2K.


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