Consumers are fed up with e-commerce sites

Herb Weisbaum • Profile • E-mail

Can you imagine going into a store and carefully selecting your purchases, then walking up to the checkout counter only to have the sales clerk tell you to start over again? You wouldn’t stand for it.

But in the online world, it happens all the time. And it’s annoying as hell.

A recent Harris Interactive Survey found that a large percentage of people who do business via the Internet have a less than favorable experience. These frustrated consumers say they are unwilling to put up with e-commerce that fails to live up to their expectations.

The survey of 2,420 adults was commissioned by Tealeaf Technology, which sells software that lets companies see how users are interacting with their site. The results should be a wake-up call to business. They show that poor customer service will not only hurt sales, it could also permanently cost them customers.

Web-based businesses need to realize the importance of the online experience, said Tealeaf CEO Rebecca Ward. “There’s a big disconnect between what consumers expect and what businesses are providing,” she said.  According to the survey, 83 percent of the people surveyed expect the offline and online experience to be the same. But most companies don’t deliver.

The Tealeaf survey found that 87 percent of the people who do business online have some sort of problem. They have trouble logging in, difficulty navigating the site, receive error messages, get kicked off the page, or get caught in endless loops.

And what do e-shoppers do when they have a problem? The Tealeaf survey found that 42 percent will give up and leave the site.

“What companies haven’t realized or don’t appear to recognize is that shopping online is distinctly different than the traditional brick and mortar business,” Ward says. “It’s just so easy to switch to a competitor online. You’re just a mouse click away.”

Frustrating customer-service calls
The Tealeaf survey found that 53 percent of the people who have a problem online try to complete the transaction by contacting customer service. But nearly half the time, customer service can’t resolve the issue. A majority of those responding (68 percent) felt the service agent was not knowledgeable about the company’s Web site.

Geoff Galat, Tealeaf’s vice president of marketing, says this “a remarkable disconnect.” Companies spend a great deal of money to drive customers to their site but don’t give the service agents the training or tools they need to help customers who have a problem.

“So you’re driving all this traffic to the site, and consumers are leaving because they’re running into problems while trying to transact,” Galat says.

“Effectively you’re spending money to send your customers to the competition and that’s a really scary thing from a business perspective.”

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