SEO Positive Responds to New Customer Service Statistics

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The online marketing experts at SEO Positive have commented on new research that reveals low levels of customer service online.

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50% of respondents reported that companies had left them waiting.

It has been reported by E Consultancy that 65% of internet users have experienced poor customer service online. The YouGov survey, commissioned by Sirportly, included over 2000 participants and also showed that slow response times was one of the most commonly reported issues. 50% of respondents reported that companies had left them waiting. The figures are made more concerning by the fact that 64% of people claimed they would not return to a shop or company online that had provided bad customer service, regardless of the quality of the product or service.

The digital marketers at SEO Positive are approached by a number of online retailers seeking optimisation services to increase their visibility within the search engines. As such, the team were naturally concerned by the statistics. Head of Search at the firm, Matt Wood, explains the importance of customer service.

“It can be easy to assume that customer service is not as important online as it is in a restaurant or shop, however it has a significant impact on your conversions. One of the most prominent issues is response time. This can refer to a number of areas. Many websites have contact forms where customers can enter their details and expect to receive a call. This call needs to be a priority before the customer is approached by one of your competitors.

“It can also apply to social media. People often turn to social profiles such as Twitter and Facebook with queries regarding your service, so it’s vital to ensure you engage with these people regularly."

SEO Positive was established in 2007 in Chelmsford, Essex with the aim of bringing effective yet affordable online marketing services to companies from all industries and backgrounds. The company offers a huge range of services including search engine optimisation, Pay Per Click account management, reputation management and website design.

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Ben Austin
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