Interacting Online
My Broadband reports that the top 10 fastest growing websites in South Africa as follows:
1 – Sunday World (187% growth)
2 – Dispatch (181%)
3 – RealEstateWeb (91%)
4 – Sowetan (79%)
5 – The Herald (77%)
6 – Yellow Pages (71%)
7 – Food24 (68%)
8 – MoneyWeb (50%)
9 – Landbou (48%)
10 – SuperSport (45%)
Funny enough they are all owned by conglomerate media houses and most of them are newspapers.
More and more companies are realising the importance of interacting with their customers and readers online. Many of them are missing the mark when it comes to customer services though.
Companies with impressive websites facilitate effortless transactions, but once they have your money, try contacting many of them online again.
It is one of my pet peeves when dealing with online purchases when an e-mail query gets dealt with days later or not at all. My expectation is that when I purchase online, my query must be dealt with online.
Recently I had the misfortune of contacting DSTV through their website. After an immediate automated response – no follow up on my query a whole week later.
On the other hand I e-mailed a query to Autopage Cellular on the same day. Within in a few minutes I had a query number and another 15 minutes later my question was answered. All online!
Of course DSTV has no competition and can treat their customers in which ever way they choose to.
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