Speed Counts for Online Customer Service
Monday, March 13th, 2000 TechnologyIn a new survey, sponsored by Rye, NY-based Mobius Management Systems, nearly 75 percent of a representative sample of 200 online consumers said that reliable and fast customer service was key to their decision in selecting a consumer services provider, such as a credit card issuer, mortgage lender or wireless communication vendor. Ninety-one percent said they would change vendors if it took them consistently longer than ten minutes to connect to a live customer service representative. In spite of this overwhelming focus on customer service, only half of the respondents said they‘d spend more money for superior customer service. "The explosion in retail and business-to-business electronic commerce where human contact has diminished has raised everyone‘s sensitivity to customer service - fast customer service," said Mitchell Gross, president and CEO of Mobius Management Systems, a provider of Web-based software that supports customer service operations.
