Is online customer service usually poor?

I found a good article from an unsatisfied Barclays customer: Why do banks suck so badly at online customer service?

He wrote a long article about online support via email. Please find below Chris Lake’s conclusion:
“So, to sum up:
1. I started out online.
2. I selected ‘email me a reply’.
3. Barclays ignored that and sent me a reply by post.
4. And then told me I had to to telephone them if I wasn’t happy.
This is a four-channel customer communication mess, folks.

And the morals of this sadsack story are about keeping it simple, about managing customer expectations, about encouraging communication (and thus satisfaction), about not throwing any curve balls, and about allowing the customer to exercise a little control (especially if you offer them control).”

There were only 4 comments, but they are as interesting as Chris’s post: other customers faced the same problem with Barclays, HSBC and Cahoot online. On the other hand, they seem very pleased with Direct Line and Smile.

What do you think?

Written by Christophe Langlois

Based in London for almost a decade, Christophe is an entertaining fintech marketing keynote speaker and a trusted advisor to the global financial services industry on the topics of digital marketing, innovation and B2B social media.

Christophe has contributed to over 140 events in 18 countries.

Currently, Christophe is advising a number of fintech startups on marketing and growth hacking and he is the Chief Marketing Officer of The Fintech Power 50, an exclusive annual programme helping fintech scale-ups to accelerate their growth globally.

Christophe's views on are his own. from ING

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