25/9/07
UK retailers are neglecting online shoppers by not providing answers to basic customer service questions on the web.
Research carried out by eService provider Transversal found that online retail websites could answer only five out of ten most often asked questions.
The length of time taken by retailers to reply to customer email was equally poor with one online grocer taking a staggering 97 hours.
Compared to CD, games, books and electronics retailers; grocery and fashion companies were slowest at answering emails, taking nearly 23 hours on average.
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