Cornered! is a blog devoted, most of the time anyway, to telecommunications: local and global issues, technology, people and trends from the perspective of someone who's been reporting, analysing and commenting on the industry since the dark ages (BC - before competition). Sometimes serious, sometimes flippant, sometimes frivolous. Controversial, analytical, informative, amusing, but never boring; a vehicle for examinations of important issues and observations on my encounters and experiences in an industry where polarised views and hyperbole are the norm.
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Cornered! Customer interaction yet to exploit IP
Cornered! Customer interaction yet to exploit IP | Customer interaction yet to exploit IP |
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| by Stuart Corner | |
| Monday, 07 May 2007 | |
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Page 1 of 2 Talisma has been in Australia for about 12 months and in that time claims to have signed up 30 customers - a sure sign that organisations are waking up the possibilities for, and the benefits to be gained from interacting with customers through multiple, integrated channels. Talisma Australia surveyed 43 of Australia's top financial service organisations - banks, insurance companies, mortgage lenders, and investment organisations - posing as an interested consumer to gauge their responses through different channels to two fairly simple questions, and to test the organisations' ability to correlate and integrate information received through different channels. The questions were: "what kind of products and services do you offer for individual customers?" and "Do you facilitate online transactions with a credit card?" These were submitted by phone and by email. Perhaps the most astonishing result was that, while 95 percent of organisations surveyed provided an email response option, more than half of these (56 percent) failed to respond within 24 hours. And 54 percent did not respond within 48 hours. A further indication that the organisations are less than wholeheartedly committed to email was the finding that 77 percent of phone calls were answered with accurate and complete information, but of those emails answered, the corresponding figure was only 35 percent. |
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