Don't Put Me on Hold

Digital Library > Defining and Serving a Market > Customer service “Don’t Put Me on Hold”

Speedy customer service is what consumers want from their online services, whether it’s a mortgage lender or wireless-communication vendor, according to a study from Mobius Management Systems, a provider of Web-based software.

Ninety-one percent of survey respondents said they would change vendors if it took longer than 10 minutes to connect to a live customer service rep. Yet only half of the respondents were willing to spend more money for superior customer service.

Eighty-six percent of respondents said they’ve been forced to hold longer than 10 minutes to speak with a customer service representative, but don’t want to repeat the experience. Only 32% of respondents said they would hold for longer than 10 minutes.

Finally, 64% said they would favor Web-based customer self-service.

Writer: Tom Truman

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