In the modern world, it’s an experience no one can escape.
As companies cut costs and shift their call centers overseas, service has become less personal — and more frustrating.
- It takes firms longer to respond to e-mail queries than it did two years ago, according to Jupiter Research. In a recent study, the firm found that 25 percent of companies responded to e-mail questions within 24 hours, down from 27 percent two years ago.
- More companies are taking more than three days to answer customer concerns.
- Marketspace Advisory tested 30 companies with e-mail queries, fewer than half even answered the questions. Moreover, for those who did bother to reply, the answers were often confusing and offered no method of pursuing inquiries.