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Customer Service Goes to Hell- Here are seven companies that get it right — and seven that don’t.

In the modern world, it’s an experience no one can escape. Everyone recognizes that firm female voice on the other end of the line, melodically repeating, "Your call is important to us." As companies cut costs and shift their call centers overseas, service has become less personal — and more frustrating.

There’s a solution to this problem: e-mail. Companies save money by answering queries over the internet. And customers don’t have to waste time waiting on hold. But there’s a problem: E-mail help doesn’t work well, and it’s only getting worse.

It takes firms longer to respond to e-mail queries than it did two years ago, according to Jupiter Research. In a recent study, the firm found that 25 percent of companies responded to e-mail questions within 24 hours, down from 27 percent two years ago. Meanwhile, more companies are taking more than three days to answer customer concerns.

By Hannah Clark, Forbes.com

Full Story: http://wired.com/news/technology/internet/0,70588-0.html?tw=wn_index_7

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