What Do Frustrated Customers Do When Your Website Lets Them Down?

WHAT DO FRUSTRATED CUSTOMERS DO WHEN YOUR WEB SITE LETS THEM DOWN? Here's a sobering look at what consumers do when they can't find answers to their questions on a company's web site. It's not pretty! A Forrester Research, Inc. survey of US consumers tabulated the actions that customers take, and the millions of *#$! dollars in avoidable customer service costs that result. 75% ESCALATE TO YOUR HIGHER COST SUPPORT CHANNELS 25% OR DEFECT ABANDON VISIT A BRANCH- GO DIRECTLY TO0 4% YOUR COMPETITORS (1% FLOOD YOUR CONTACT CENTRE 16% 9% GIVE UP OR FIND OTHER SOLUTIONS WHAT CAN YOU DO ABOUT IT? These findings suggest that you use this data to make a strong case for fixing usability problems on your website. Discover how you can measure the effectiveness of your web site's self-service capabilities by contacting IntelliResponse today at 1-866-454-0084 or [email protected]. Be sure to ask about the Online Self-Service Assessment Tool. Data Source: Web Sites That Don't Support Customer Goals Waste Millions, Forrester Research, Inc., February 17, 2010 creative commons intelliresponse www.IntelliResponse.com CC CC SPONSORED BY: TM BY ND WHAT DO FRUSTRATED CUSTOMERS DO WHEN YOUR WEB SITE LETS THEM DOWN? Here's a sobering look at what consumers do when they can't find answers to their questions on a company's web site. It's not pretty! A Forrester Research, Inc. survey of US consumers tabulated the actions that customers take, and the millions of *#$! dollars in avoidable customer service costs that result. 75% ESCALATE TO YOUR HIGHER COST SUPPORT CHANNELS 25% OR DEFECT ABANDON VISIT A BRANCH- GO DIRECTLY TO0 4% YOUR COMPETITORS (1% FLOOD YOUR CONTACT CENTRE 16% 9% GIVE UP OR FIND OTHER SOLUTIONS WHAT CAN YOU DO ABOUT IT? These findings suggest that you use this data to make a strong case for fixing usability problems on your website. Discover how you can measure the effectiveness of your web site's self-service capabilities by contacting IntelliResponse today at 1-866-454-0084 or [email protected]. Be sure to ask about the Online Self-Service Assessment Tool. Data Source: Web Sites That Don't Support Customer Goals Waste Millions, Forrester Research, Inc., February 17, 2010 creative commons intelliresponse www.IntelliResponse.com CC CC SPONSORED BY: TM BY ND WHAT DO FRUSTRATED CUSTOMERS DO WHEN YOUR WEB SITE LETS THEM DOWN? Here's a sobering look at what consumers do when they can't find answers to their questions on a company's web site. It's not pretty! A Forrester Research, Inc. survey of US consumers tabulated the actions that customers take, and the millions of *#$! dollars in avoidable customer service costs that result. 75% ESCALATE TO YOUR HIGHER COST SUPPORT CHANNELS 25% OR DEFECT ABANDON VISIT A BRANCH- GO DIRECTLY TO0 4% YOUR COMPETITORS (1% FLOOD YOUR CONTACT CENTRE 16% 9% GIVE UP OR FIND OTHER SOLUTIONS WHAT CAN YOU DO ABOUT IT? These findings suggest that you use this data to make a strong case for fixing usability problems on your website. Discover how you can measure the effectiveness of your web site's self-service capabilities by contacting IntelliResponse today at 1-866-454-0084 or [email protected]. Be sure to ask about the Online Self-Service Assessment Tool. Data Source: Web Sites That Don't Support Customer Goals Waste Millions, Forrester Research, Inc., February 17, 2010 creative commons intelliresponse www.IntelliResponse.com CC CC SPONSORED BY: TM BY ND WHAT DO FRUSTRATED CUSTOMERS DO WHEN YOUR WEB SITE LETS THEM DOWN? Here's a sobering look at what consumers do when they can't find answers to their questions on a company's web site. It's not pretty! A Forrester Research, Inc. survey of US consumers tabulated the actions that customers take, and the millions of *#$! dollars in avoidable customer service costs that result. 75% ESCALATE TO YOUR HIGHER COST SUPPORT CHANNELS 25% OR DEFECT ABANDON VISIT A BRANCH- GO DIRECTLY TO0 4% YOUR COMPETITORS (1% FLOOD YOUR CONTACT CENTRE 16% 9% GIVE UP OR FIND OTHER SOLUTIONS WHAT CAN YOU DO ABOUT IT? These findings suggest that you use this data to make a strong case for fixing usability problems on your website. Discover how you can measure the effectiveness of your web site's self-service capabilities by contacting IntelliResponse today at 1-866-454-0084 or [email protected]. Be sure to ask about the Online Self-Service Assessment Tool. Data Source: Web Sites That Don't Support Customer Goals Waste Millions, Forrester Research, Inc., February 17, 2010 creative commons intelliresponse www.IntelliResponse.com CC CC SPONSORED BY: TM BY ND WHAT DO FRUSTRATED CUSTOMERS DO WHEN YOUR WEB SITE LETS THEM DOWN? Here's a sobering look at what consumers do when they can't find answers to their questions on a company's web site. It's not pretty! A Forrester Research, Inc. survey of US consumers tabulated the actions that customers take, and the millions of *#$! dollars in avoidable customer service costs that result. 75% ESCALATE TO YOUR HIGHER COST SUPPORT CHANNELS 25% OR DEFECT ABANDON VISIT A BRANCH- GO DIRECTLY TO0 4% YOUR COMPETITORS (1% FLOOD YOUR CONTACT CENTRE 16% 9% GIVE UP OR FIND OTHER SOLUTIONS WHAT CAN YOU DO ABOUT IT? These findings suggest that you use this data to make a strong case for fixing usability problems on your website. Discover how you can measure the effectiveness of your web site's self-service capabilities by contacting IntelliResponse today at 1-866-454-0084 or [email protected]. Be sure to ask about the Online Self-Service Assessment Tool. Data Source: Web Sites That Don't Support Customer Goals Waste Millions, Forrester Research, Inc., February 17, 2010 creative commons intelliresponse www.IntelliResponse.com CC CC SPONSORED BY: TM BY ND WHAT DO FRUSTRATED CUSTOMERS DO WHEN YOUR WEB SITE LETS THEM DOWN? Here's a sobering look at what consumers do when they can't find answers to their questions on a company's web site. It's not pretty! A Forrester Research, Inc. survey of US consumers tabulated the actions that customers take, and the millions of *#$! dollars in avoidable customer service costs that result. 75% ESCALATE TO YOUR HIGHER COST SUPPORT CHANNELS 25% OR DEFECT ABANDON VISIT A BRANCH- GO DIRECTLY TO0 4% YOUR COMPETITORS (1% FLOOD YOUR CONTACT CENTRE 16% 9% GIVE UP OR FIND OTHER SOLUTIONS WHAT CAN YOU DO ABOUT IT? These findings suggest that you use this data to make a strong case for fixing usability problems on your website. Discover how you can measure the effectiveness of your web site's self-service capabilities by contacting IntelliResponse today at 1-866-454-0084 or [email protected]. Be sure to ask about the Online Self-Service Assessment Tool. Data Source: Web Sites That Don't Support Customer Goals Waste Millions, Forrester Research, Inc., February 17, 2010 creative commons intelliresponse www.IntelliResponse.com CC CC SPONSORED BY: TM BY ND