A published Forrester Research, Inc. report reveals the Forrester modem that estimates a sample retailer coud receive 2.8 million unresolved customer service visits to their company website each year.  The model estimates that 71% of these issues could end up in one of the following three escalation channels, resulting in an estimated $12 million in avoidable customer service costs for the sample company per year.

What Is The Cost Of A Poor Online Customer Experience?

Source: IntelliResponse