Report warns firms over ecommerce website customer service

29th July 2009

Ecommerce websites should be sure to maintain good customer service to prevent losing business.

This is according to a new report from nGenera, which revealed that 38 per cent of consumers claim they would not return to a company if they experienced bad customer service.

Customer service is especially significant for people buying online, with 91 per cent of internet shoppers in the UK stating it is important or very important.

Among the annoyances identified in the survey was the inability to find contact information on a company's website.

Matthew Haines, European managing director of nGenera, outlined some of the business benefits a focus on customer service can have, including reducing strain on call centres, increased productivity and reducing costs.

"The younger, internet-savvy generation … are driving communication online and providing companies with the opportunity to streamline their call centre operations and effectively meet the high levels of service their customers are demanding," Mr Haines said.

Meanwhile, the IMRG Capgemini e-Retail Sales Index recently revealed that online shoppers spent £22.9 billion on purchases from ecommerce websites in the first six months of 2009.

 

Category: Ecommerce Web Design

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