Vernon Wyatt

During a session at the recent e-Tail conference in Washington, D.C., Vernon Wyatt, director of customer experience at Tealeaf, an online customer experience management solutions provider, pointed to four causes, cases and situations in which e-commerce customer service-related problems are related to technical issues. These include the following: 1. 80 percent of the total time it takes to solve a problem is spent identifying the problem, he noted. Just 20 percent is spent implementing the change. 2. In his experience, Wyatt said that 300 to 400 of the issues reported to technical support last year were rejected due to “unable to reproduce” the

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