What’s the Best Channel for Communicating With Customers? Part 1
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Al Rose
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Recent research by STELLAService revealed that answering a simple email isn't as easy as it seems for 25 of the top U.S. retailers. Only 54 percent of consumers got a complete answer to their straightforward questions about delivery dates or clothing sizes. For the rest, 80 percent of the time an automated reply was received advising them to read the FAQ section of the retailer's website. Even the top-scoring retailer failed to completely answer consumers’ questions more than 11 percent of the time.
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Al Rose
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