Online Shoppers Expect Better Service

Will go elsewhere

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While online shopping remains popular a new survey done by Harris Interactive for Tealeaf found that the majority (87%) of users conducting transactions on the Web have experienced problems.

Among those who experience an online transaction issue, 41 percent would switch to an online or offline competitor or abandon the transaction completely.  This represents a $57 billion potential impact to revenue on shopping sites.

The survey found that the majority (87%) of users who experienced problems completing online transactions feel frustrated when they experience obstacles. Among those who experienced problems, 41 percent reported feeling angry.

Just under half (47%) of online shoppers have contacted a company’s call center after they had problems using a web site. The majority (64%) did not feel the customer representative was knowledgeable about the Web site, and 38 percent did not have their issue resolved. Twenty- two percent of online shoppers expect even better customer service online than when shopping in-person.

Of shoppers who experienced poor customer service when calling about Web site issues, 72 percent either stopped doing business with the company or decreased the amount of business they do with a company (45%).

The majority (84%) of shoppers who experienced problems conducting transactions online share their experience with others. Fifty-eight percent use online channels to share complaints or reviews and 23 percent send an email to family and friends about their experience.

"The Web has changed business; companies both large and small compete for the same customers. Now, competition is just a click away and customer expectations continue to grow," said Rebecca Ward, CEO of Tealeaf.

"Businesses must take definitive steps to differentiate themselves by understanding and improving their customers’ site experiences, and equipping their contact centers to truly meet the needs of online customers."


Online Shoppers Expect Better Service
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  • http://www.activetoys.co.uk Mat B

    It’s good to know we at www.activetoys.co.uk are doing our bit to satisfy a fair portion of the other 13% :)

    We regularly get thank you emails for our good customer service and for our knowledge of the website and our products.  Though as a provider of e-commerce solutions, we really ought to know how to please online customers.

    We do of course get problems with couriers not showing up on time and occasional delays when stock is an issue, but on the whole when this does happen customers are informed immediately and they’re offered alternative products or to wait a few days and generally people are happy to wait as long as they have an idea of how long it will be.

    Our other site, www.bestoptics.co.uk see’s less customers, but they’re always over the moon having ordered through us, but typically they ask all the right questions before placing an order and so tend to get exactly the product they need.

    I think online customer satisfaction greatly depends on the type of product you’re selling them, as this relates to the type of customer you’re attracting.

    I don’t mean to spam our own sites here, but another site we run is www.pocketgift.co.uk which sells engravable zippo lighters – we’ve often had complaints from people who get their lighter through with what they think is the incorrect spelling caused by us, yet we engrave exactly what is provided to us by the customer.

    I wonder if these stats actually consider "problems" caused by the customer themselves, which accounts for about 70% of problem orders we get.




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