An article today from ZDNet discusss how large companies fail to deliver acceptable levels of customer support online. My favorite quote from the article:
Also inconsistent was any link between the companies’ apparent preparedness to accept complaints on their Web sites and the way their service was rated. “There was no correlation between the presences of that [service] on their Web site and the quality of responses to complaints,” said Shiffman.
Good online customer support is not hard to do. It just requires that you answer your email in a timely manner.
PS, While I was composing this post, I received two instant messages from people asking business opportunity related questions.
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