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Poor Customer Service The Rule, Not The Exception

Story:

In a study of B2B companies, Jupiter Media Metrix reports that many companies are missing basic customer service capabilities. Only 41% of B2B companies respond to email queries within 6 hours, and only half of the responses offer an accurate resolution. Only 2% of companies offer an easy-to-search knowledge base for customers to use on their own.

Further, 45% of B2B buyers do not go online because they do not trust suppliers.

Other findings:

  • 96% offer e-mail customer support, but
  • only 67% post a toll-free customer support number on their site
Also:
  • 65% respond to e-mail within 24 hours
  • 29% did not respond to basic customer service inquiries at all.

Analysis:

None.

Link:

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