eGain Research Identifies the Need for Retailers to Invest in Online Customer Service
-- North America findings: -- 25% of the companies failed to respond to customer emails -- 65% responded to emails within 24 hours, but 55% of the responses were "poor" or "below average" in quality -- 45% scored "above average" or "exceptional" in web self-service but 55% received "poor" or "below average" -- North America-UK comparison: -- North America trailed the UK in email response "quality" -- Only 45% of the North America sample received an "above average" or "exceptional" rating in email quality, compared to 56% in the UK -- North America performed better than the UK in email responsiveness -- 65% of the North America sample responded to emails within 24 hours compared to only 36% in the UK -- Only 25% of the North America sample completely failed to respond to customer emails compared to 35% in the UK -- Web self-service performance was poor across the board, although North America was ahead of the UK -- 45% of North American companies scored "above average" or "exceptional," compared to only 16% in the UK"These scores are concerning, especially since email customer service and web self-service are key requirements to attract and retain customers in today's volatile macroeconomic environment and increasing movement of brick-and-mortar purchases to online channels," said Ashu Roy, Chairman and CEO of eGain. "It is crucial that retailers invest in robust customer service management solutions that will not only improve online customer service but also unify the customer service experience across channels." "Retailers must optimize service performance across existing touch points, particularly e-mail and online self-service. Adherence to best practices within both channels will go a long way toward meeting customers' needs this holiday season," writes Zach McGeary, Associate Analyst for JupiterResearch, a Forrester Research company, in the research report "Customer Service During the Holidays," dated December 10, 2007. About the State of Customer Service in the Retail Sector research This report consolidates the findings of the "2008 State of Customer Service in North America" and the "2007 State of Customer Service in the UK" research studies. The combined sample consisted of over 240 leading companies, with $250M or more total annual revenue, and included 50 retailers. The full report of findings from eGain's research can be downloaded at: http://www.egain.com/best_practices/research.asp. Additional information on eGain solutions for the retail sector can be found at: http://www.egain.com/solutions/retail.asp. About eGain eGain (
Contact Information: eGain media contact: Connie Pheng Phone: 650-230-7449 Email: pr@egain.com