Why is online customer service so poor?

I was doing a bit of online Christmas shopping and I’m astounded how bad online customer service is. As usual I’m flicking between a few sites at the one time. On one site I had the option of calling the company in question for further details (because publishing their prices online would somehow be a bad idea!?), so I sent them an email. I got a reply over a day later!

The funny thing about this is that I almost accept this behavior as nothing to get upset about, except for the fact that if I bothered to pick up the phone I would have the information immediately. In this day and age this behaviour is particularly perplexing given that this year has seen record breaking online sales.

The different levels of importance we place on the various ways we communicate with customers astounds me. In the majority of sales, we want to hand over our money to the salesperson. So why is it that a culture exists whereby salespeople find ways to change our minds?

Technorati Tags: ,

2 Responses to “Why is online customer service so poor?”  

  1. 1 Padraig

    Hi Piaras,

    Didn’t you have the same or a similar experience last year. Perhaps one could set up an informal annual research barometer on the progress of online retailing?


  2. 2 Piaras

    Good idea

Leave a Reply

Piaras Kelly
Subscribe by Email
Recent Tweets

There are no recent tweets.

View more tweets