Finding Great Online Customer Service (NAPSA)—Followinga few tips could help online shoppersreceive great customer service—some- thing one recent study found may be harder to come by than you might expect. The study sent the following two e-mail messages to 100 of America’s top online retailers: Whatcredit/debit cards can I use to make payment, and what are your shipment charges? An overwhelming 34 percent of customer service e-mails were left unanswered, with just over 50 percent providing accurate and complete information in responses. Additionally, the study, conducted by a leading Customer Interaction Management (CIM) software solutions provider called Talisma Corporation, www.talisma.com, found that: Ninety-seven percent of online retailers had no knowledge base to help prospective buyers makean informeddecision. More than a quarter of phone calls answered did not provide accurate information. Finding The Best CustomerService So how can consumers help ensure they'll get the service they need? Experts offer thesetips: Consider The Source—Do a little research before shopping on a Website. Check consumer message boards, the Better Business Bureau Web site and other trusted sources to see if reputable complaints have been lodged against an online retailer. You can also talk with friends and family It’s a good idea to research an online retailer’s customer service before making a purchase. to learn about their online shopping experiences. Look For Ways To Connect—If you prefer to talk with a representative, be sure the retailer provides a phone number onits site, and considercalling it before you make a purchase, to test the customer-service waters. If you’d rather chat online, be certain that option is available. The study found that only 30 percent of businesses audited could provide customerservice via live chat. Buy Into Security—Becertain the site you shop on provides security services and protection against identity theft. If no protections are provided, odds are good that the site—and its customer service—is not reputable. To download the customer service report and obtain list of the online retailers that were surveyed, visit http://talisma.com/talemails/us/retail/ret_us_form.asp.
