US banking industry holds in excess of $7.17 trillion in loans, including the billions of dollars in mortgage, credit card, auto loans and commercial loans. 36% of customer emails went unanswered by the banks.
96% of those audited did not offer live chat as a communication channel. 94% of banks did not offer a true dynamic, flexible knowledge base - the majority of banks offered little more than a list of static FAQs, Talisma reports.
Why some service companies don't offers better service trough their websites?