Many consumers making transactions online are affected by customer service errors, a new study has suggested.
Research from Tealeaf found that 38 per cent of respondents reported error messages, 19 per cent encountered endless loops and 28 per cent have experienced login problems, all of which could emphasise the importance of well-operating call centres that can deal with these problems.
The study showed that 38 per cent of those running into trouble while making online transactions contacted a call centre.
However, this figure is down from 47 per cent last year.
Rebecca Ward, chief executive officer for Tealeaf, commented that firms are increasingly focusing on online customer experiences, which has driven web-based consumer transactions.
In other news, Donnie Page, partner for Clever Giraffe, has suggested that video could be an "effective way to circumvent customer calls".
He added that the use of this technology could also help to make businesses more efficient.
This news feed has been brought to you by Direct Response Ltd, the award winners for call centre services. |
telecommunications