U.S. Telecom Companies Not Meeting Customer Needs Online, According to Brulant Study
According to a recent study of thirteen leading telecom companies in the U.S., the majority are failing to provide customers with a full complement of online customer service capabilities via the home page.


/Computer Trades News Articles/ - CLEVELAND, OH, September 29, 2007 -- According to a recent study of thirteen leading telecom companies in the U.S., the majority are failing to provide customers with a full complement of online customer service capabilities via the home page. The study was conducted in late August by Brulant, a leading online solutions provider to the telecom industry.

Findings from the study include:

• 69% of home pages do not provide customers the opportunity to log-in to their account
• 46% of home pages do not have a site search functionality
• Only 39% of home pages offer a 'help' link
• None of the companies studied provide account security information on the home page

"Customers use the online channel because they expect it offers the best chance of getting their needs met in real-time," says Rich Drab, Partner with Brulant's Telecom practice. "When customers fail to get their basic account needs met via the home page, it creates a sense of dissatisfaction that is difficult for the telecom provider to overcome later in the customer service relationship. Important bottom-line components such as retention and cross-marketing and selling may be negatively affected as a result."

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Press Release Contact Information:

Brenda Patterson
Brulant, Inc.
Director of Marketing
3700 Park East Drive, Suite 300
Beachwood, Ohio
USA 44122
Voice: 216-896-8938
Website: Visit Our Website