(ANI) - e-shopping customers are the customer service of online stores that is predominantly made good grades. With 94 percent reflects the vast majority of internet shoppers with its advisory services, with the last purchase online at least content, such as a recent study by novomind www.novomind.de and the trade magazine "shows the Versandhausberater.
55 percent of respondents were very satisified "with the appropriate customer service. The communication between the consumer and the online shop is mainly through e-mail and telephone very well evaluated. Somewhat difficult it is for information to be retrieved from FAQ lists or virtual advisors. Here, show only 40 percent of customers satisfied with the services offered.
Often there is a lack of e-commerce platforms yet-to-date product information and the search functions do not always requested each term. Blessed are the online merchants, especially for their quick response to inquiries from clients. "Overall, about 52 percent of customers have indicated pressetext that they had made inquiries at the last sale," so the information novomind on demand. Common reasons for inquiries relate to delivery (30.8 percent), the method of payment (21 percent) and the exact date of delivery (19.6 percent). According to the study, 60 percent of the requests are promptly answered by the consultants. A third of consumers indicates no more than three days waiting for a problem-solving have to answer.
Via e-mail, however, it always lag. Only every second request is done here by the customer service without major delay. The delays usually occur because the inquiry messages to reach a very high number and the electronic mailboxes of the counselors are often overburdened. At least three quarters of all online shoppers to communication using e-mail. These are in 85 percent of the cases were routine queries such as the amount of shipping charges. To work through the mail flood, requires some time and personnel capacities of the providers are usually limited.
According novomind can, inter alia, automated e-mail management systems to help. But improvements in self-service area on the site may relieve the customer service. In any case, the self-service for businesses more cost effective than additional personnel. Clarify, however, remains whether the customer an intelligent computer program being contacted by phone or e-mail preference.
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