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E-shops warned about new customer disappointment
Online retailing firms have been warned not to disappoint new internet shopping customers with poor customer service in the days leading up to Christmas.
Customer response company numero said that while many customers would be shopping online for the first time this Christmas, there was likely to be a gap between the huge take up of home broadband at the moment and a poor customer service from overburdened contact centres.
customer service departments deal with five times more emails in the ten days before the festive period and there was a danger that customers leaving it later and later to make their purchases would fail to have their goods delivered in time for Christmas.
With online sales of Christmas presents and other festive products expected to total £375 per customer, e-shops need to provide shoppers with a high standard of customer service as well as good price and delivery options, the company said.
Director of numero Tim Easton said: "Online retailers must realise that the website is the front door of any company and in the majority of cases displays a 'Contact Us' button on the home page – it's like the door being open for business, but there's nobody on the front desk."
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