Research by Transversal shows that online CRM is poor:
64% of leading consumer websites could answer less than 2 out of 10 most often asked consumer questions
16% of websites could answer 5 or more successfully
44% failed to respond to customer questions by email
Those that did took an average of 33 hours to reply.
Telecoms websites were the worst, answering 1 out of 10
Travel websites answered fewer than 2
Transversal. (2005) UK companies fail online customer service test. http://www.transversal.com/protected/customerServiceTest.pdf
I. What is customer relationship management?
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