Companies are putting an increasing emphasis on their online customer service systems, a new study has suggested.
Research by Harris Interactive, which was commissioned by Tealeaf, has shown 53 per cent of British adults said that they are now conducting more transactions online than they did in the past.
The ability to compare prices was noted by 74 per cent of these as a key reason for this.
However, 77 per cent of those making online transactions in the last year had experienced problems, which highlights the need for effective call centres and customer service.
Of these, 35 per cent had contacted a call centre to help solve their issue.
Rebecca Ward, chief executive officer for Tealeaf, said: "The focus on the online customer experience accelerated in 2009 as the economy drove more transactions online and the web became an increasingly critical channel for organisations."
Meanwhile, research by broadbandsuppliers.co.uk has revealed that complaints about broadband companies have fallen, except for those about the speed of their service.
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telecommunications