U.S. Telecom Companies Not Meeting Customer Needs Online, According to Brulant Study

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According to a recent study of thirteen leading telecom companies in the U.S., the majority are failing to provide customers with a full complement of online customer service capabilities via the home page.

According to a recent study of thirteen leading telecom companies in the U.S., the majority are failing to provide customers with a full complement of online customer service capabilities via the home page. The study was conducted in late August by Brulant (http://www.brulant.com), a leading online solutions provider to the telecom industry.

Findings from the study include:

  •     69% of home pages do not provide customers the opportunity to log-in to their account    
  •     46% of home pages do not have a site search functionality    
  •     Only 39% of home pages offer a 'help' link
  •     None of the companies studied provide account security information on the home page

"Customers use the online channel because they expect it offers the best chance of getting their needs met in real-time," says Rich Drab, Partner with Brulant's Telecom practice. "When customers fail to get their basic account needs met via the home page, it creates a sense of dissatisfaction that is difficult for the telecom provider to overcome later in the customer service relationship. Important bottom-line components such as retention and cross-marketing and selling may be negatively affected as a result."

About Brulant, Inc.
Brulant is one of the nation's leading interactive marketing firms, with deep technology roots and a management consulting business-focused approach. The company was recently ranked by Advertising Age Magazine as the 30th largest interactive firm in the country and the 3rd fastest growing. Brulant remains focused on delivering multi-channel solutions that grow clients' revenue and deepen customer relationships while reducing customer acquisition, retention and conversion costs.

Brulant celebrates a proven track record throughout its core competencies, including Internet marketing and strategy, search engine optimization, Web site design and usability, technology services, portal and Web development, application development, and market intelligence and analytics.

Brulant's clients are middle-market to Fortune 2000 companies within the consumer goods and retail, financial services, and healthcare sectors. The company works with clients on a national basis including: Bass Pro Shops, Borders, Charter One Bank, Citizens Bank, The Cleveland Clinic, Hallmark, ICI Paints, JoAnn Stores, Key Bank, Luxottica, MTD Products, National City Bank, Nationwide, Philosophy Cosmetics, Pearle Vision, Sears Portrait Studios, Steris, Things Remembered and University Hospitals. Brulant is headquartered in Cleveland, Ohio, with offices in Boston and Chicago. For more information, visit http://www.brulant.com .

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