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B-to-b companies failing at customer service

Published on .

Report: New York-B-to-b companies across a wide range of industries are failing when it comes to online customer service, according to a new Jupiter Media Metrix Inc. study. Only 41% of 225 companies contacted by Jupiter responded to customer service e-mails within six hours. Twenty-nine percent, meanwhile, did not respond at all. The findings indicate that b-to-b companies may soon find themselves with fewer customers wanting to use online customer service platforms, according to the "Jupiter Customer Service WebTrak Survey." "The low level of accuracy in b-to-b companies will eventually drive customers to other, more costly communication channels and will lower confidence in e-mail as a customer service channel," said David Daniels, a Jupiter analyst, in a statement.
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