The Power of Retail

Doesn’t just about everyone hate computerized customer service? According to a study by Accenture, customers are so unhappy with automated customer service systems that they are willing to move to another company just for that reason alone, but vendors just don’t see what the fuss is about. Accenture conducted two separate studies, one with 1,200 customers of technology companies who were asked about the kind of customer service they got from the company, and a second study on 35 technology vendors on how happy their customers were with the service they provided. The results tell two completely different stories.

While the majority of vendors thought their customer service was above average, 54% felt that their service was among the best in the industry. On the other hand, 78% of customers felt that their vendors provided average or worse service. The biggest problem that the customers faced was having to go back again and again to get their problems solved, instead of them being taken care of in the first instance.

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