Online electronics stores failing British customers, survey says


A recent study from an eService provide suggests that many online electronics and gadgets stores are failing their existing and potential customers by failing to respond quickly, or even at all, to simple requests for information and assistance.

70 per cent of customer service and product questions go unanswered on leading sites.

The Internet is now becoming the primary research tool for many people even if the final purchase isn’t made online, and the lack of fast, accurate information online loses sales to competitors and increases costs.

Apparently it took an average of 35 hours for email questions to be responded to, with up to one-fifth of companies even refusing to answer questions from new customers.

And Frequently Asked Questions (FAQ) pages and searches aren’t always providing the necessary information either.

This is pretty shoddy particularly as more of us go online to buy electronics goods.

Do you agree?

Andy Merrett
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