[KT66]

After a frustrating day spent trying to buy a pair of headphones, it has struck me that retailers
are not doing themselves any favours by being available in EVERY way.
 
A typical UK retailer now will have the following ways of communication with the customer;
 
* Telephone - landline
* Fax
* Mobile (Cell) call
* Mobile (Cell) text
* Direct Email
* Email contact via web site
* Twitter
* Facebook
* Google +
 
this is surely too diluted ? I do feel sorry for retailers at the moment.
I know a phone call will always win, but how on earth does a 21 C retailer manage all these different streams of communicating?
It must almost be a full time job.
 
Therefore I assume quite a few sales and opportunities are being missed, which is bad for them and the industry as a whole.
 
Should they strip down to just one or two? That would make everyone a bit more efficient.
Or you end up with unhappy customers (like me today) awaiting a reply to a method that may not be monitored.
I always resort to Twitter to try and force a reply, which should not be necessary.
 
Thoughts from distributors, retailers and customers would be really welcome
thanks

 

[Jamey Warren]

We focus on email and telephone. Our customers don't seem to utilize any of the other methods you mention for support. We get a rare question or two on Facebook each month and occasionally a shout out on Twitter. We handle thousands of email and phone contacts every week.

 

[KT66]

Thanks Jamey, is that direct email or via your web site contact ?