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Despite spending almost US$500 million over the past 12 months to improve their customer service operations, e-tailers could face a loss of some $11 billion in sales by the end of this year,
according to a report released Friday by market analysis firm Datamonitor.
Poor customer service all too often will result in users abandoning their
filled shopping carts before finishing their transactions, said researchers.
In fact, Datamonitor found that some 8.7 percent of incomplete purchases could be
salvaged and converted into sales if e-tailers had provided better service,
up from 7.8 percent last year.
Re: Study: E-tail Service Flubs Could Cost $11B
Posted by: Jill 2001-03-31 14:34:35 In reply to: ECT News
As an IT professional and a veteran retail manager, I could not agree more with your article! No matter what the medium, customers still want and expect the same things: the item they want at the price they want, and above all, to be treated as a valued and respected customer.
