Improving Web-Based Support is Crucial to Good Customer Service

InQuira, Inc., a provider of integrated software applications for intelligent search, knowledge management, analytics and user experience, announced the publication of a study it sponsored from independent research firm ServiceXRG that examines the current state of online shopping and customer service. The study, entitled "Influencing the Online Experience," reveals that in order to maintain customer mindshare and loyalty, companies must improve available content and provide a superior web-based service experience.

ServiceXRG surveyed nearly 1,000 companies and online shoppers to gain insights from both the consumption and supply sides of the online experience to learn how the web is changing the way businesses engage with customers, and in turn how it impacts consumer perceptions of companies. Specifically, ServiceXRG examined how consumers use search for online support, conduct product research and engage in shopping activities; and then explored the investments, tools and resources the "supply side" provides to encourage Web use, drive successful online transaction and deliver a positive customer experience.

Key findings from the study include:

--Content quality and the ability to find information remains a top concern for consumers: 74.5% indicate that they use a company's web site to get information about a product or service, but only 44% of consumers surveyed felt that the information met their needs;

--Only 38.9% of the surveyed companies say they're currently able to provide a powerful advanced search function to their site visitors. In addition, 31.2% say they specifically plan to implement enhanced search in the future;

--97% of companies surveyed plan to make future investments to enhance customer's ability to find the service information they need, with content enhancements topping the list; and

--Less than 20% of companies provide a form of escalation through live chat to help customers during their shopping experience.

More information on Customer Service and Support can be found at www.Supportindustry.com