In the new world of instant internet word-of-mouth, you can’t afford to cheap out on your customer service. Here is an interesting article about customer service (or the lack thereof) when it came to ecommerce.
>A study from BenchmarkPortal finds ,”51 percent of North American small and medium-sized businesses are simply ignoring e-mails from high-value buyers.” In another study by eGain Communications it is estimated 70% of companies do not respond to email within 24 hours.
Honestly, I usually don’t expect much out of ecommerce customer service and usually factor that in before making a purchase online. That shouldn’t be the norm and so here’s a few links on improving the face you show when things go wrong..
