Retailers told to maintain traditional customer channels

Retailers who switch to a Web-only customer service channel risk alienating their existing customers, according to a report out today.

Deloitte Consulting questioned 1,000 home Internet users from France, Germany, Italy and the UK to assess attitudes towards online trade.

According to the research, 40 per cent of those questioned expect customer service to go downhill if based on remote channels.

David Owen, European customer relationship management leader at Deloitte Consulting, said the results highlight the fact that companies will have to work extremely hard to maintain these relationships during the transition online.