According to statistics by online customer helpdesk Sirportly, 64 percent of respondents have stated they would not return to a website from which they had received poor customer service, which means that over GBP 20 billion could be lost by e-tailers annually as a result of customer dissatisfaction.
Online retailers typically concentrate their effort on the design and usability of their websites but many appear to be neglecting quality of customer service, which is what forms customers’ perceptions once the sales transaction has been completed.
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