While it can be very convenient, online customer service is often a hit and miss affair. New research suggests that many Australian companies are getting it wrong than right.
Picture by wongjunhao
A survey of 700 Australians by customer service software company RightNow found that 30% of those customers had stopped doing business with a company after receiving bad online service. That doesn’t mean they’ve given up on the online world — 80% plan to shop online in the run-up to Christmas and 62% prefer to use online systems — but it does suggest there’s a lot of work to do on the part of companies using Internet systems to provide support.
Which companies have provided you with good service online where there’s been a problem? Share your praise in the comments.