Customer Experience Study: Improving Web-Based Support Is Crucial to Good Customer Service


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InQuira, Inc., a provider of integrated software applications for intelligent search, knowledge management, analytics and user experience, yesterday announced the publication of a study it sponsored from independent research firm ServiceXRG that examines the current state of online shopping and customer service. The study, entitled “Influencing the Online Experience,” reveals that in order to maintain customer mindshare and loyalty, companies must improve available content and provide a superior web-based service experience.

“Consumer feedback around their web-based customer service expectations illustrates the phenomenal impact the Web has on shaping customer experiences, and the new challenges introduced as companies move more customer interactions online,” said Tom Sweeny, Principal and Co-founder, ServiceXRG. “As self-service transactions replace personal interactions, the ability to shape customer experience depends on the online tools and content provided. Solutions such as InQuira that address the entire customer experience spectrum become increasingly important in this competitive environment.”

ServiceXRG surveyed nearly 1,000 companies and online shoppers to gain insights from both the consumption and supply sides of the online experience to learn how the web is changing the way businesses engage with customers, and in turn how it impacts consumer perceptions of companies. Specifically, ServiceXRG examined how consumers use search for online support, conduct product research and engage in shopping activities; and then explored the investments, tools and resources the “supply side” provides to encourage Web use, drive successful online transaction and deliver a positive customer experience.

Key findings from the study include:
•Content quality and the ability to find information remains a top concern for consumers: 74.5% indicate that they use a company’s web site to get information about a product or service, but only 44% of consumers surveyed felt that the information met their needs;
•Only 38.9% of the surveyed companies say they’re currently able to provide a powerful advanced search function to their site visitors. In addition, 31.2% say they specifically plan to implement enhanced search in the future;
•97% of companies surveyed plan to make future investments to enhance customer’s ability to find the service information they need, with content enhancements topping the list; and
•Less than 20% of companies provide a form of escalation through live chat to help customers during their shopping experience.

“Companies of all sizes are seeking ways to improve customer experience, but aren’t always sure where to start,” said Mike Murphy, CEO of InQuira. “The results of ServiceXRG’s study reinforce our philosophy that a good customer experience boils down to the basics – providing quality information and easy-to-use, intuitive tools to help consumers access it.”

About ServiceXRG
ServiceXRG specializes in helping companies develop and execute service and support strategies that strengthen customer relationships and optimize financial performance from service operations. ServiceXRG’s research provides a balanced perspective of the IT services industry with views from users, service professionals and suppliers to the IT services industry.

ServiceXRG combines years of real-world service industry expertise with a unique ability to collect, analyze and present high quality industry data. ServiceXRG provides custom benchmarking, competitive analysis, customer satisfaction assessment, and a series of reports on industry trends and best practices. For more information, visit

About InQuira
InQuira, Inc. improves the quality of customer interactions through websites and contact centers with integrated applications for intelligent search, knowledge management, analytics and user experience. InQuira’s solutions leverage the company’s patented intelligent search technology to understand customer intent in real-time and dynamically create a personalized response experience that incorporates the right information, data, applications and navigation paths. InQuira’s blue-chip customers include: Bank of America; AVIS Group; Pitney Bowes; Chrysler; Sun Microsystems; BEA Systems; Fidelity Investments; Honda; and Sovereign Bank. The company is headquartered in San Bruno, Calif. and can be reached at +1 (650) 246-5000 or via the Web at

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