For my second post in honor of National Customer Service Week, I’m sharing some data.
Tealeaf commissioned a consumer study by Harris Interactive about online interactions. I was struck by the data on customer service. Over the last couple of years, consumers have been more inclined to contact customer service after a problem with their online experience… especially over the phone:
What is it like for consumers when they contact a company’s customer service organization? Not very good. Considerably less than half of companies regularly delight customers in any channel:
The bottom line: Customer service needs more attention.