The 2010 State of Customer Service Study conducted by eGain evaluated multiple aspects of web self-service and contact center customer service of 175 leading enterprises in the U.S. and Canada.These companies were from a cross section of industries including; financial services, retail, insurance, healthcare, communications, pharmaceuticals and consumer goods.

Insurance industry performs well in phone customer service, but lags in web customer experience, says new research from eGain.Sector also misses out on revenue opportunities by not consistently responding to sales-related email queries or cross-selling on the phone.

Healthcare and pharmaceuticals industries lack in eService, says "mystery shopping" research from eGain
While phone customer service is "above average" in these sectors, limited interaction choices and inadequate attention to electronic channels drag down overall service performance.

Cross-agent and cross-channel customer experience declines in financial services sector, research study finds
Industry performance in 2010 improves over 2009 in some individual channels but falls in cross-channel and cross-agent experience, according to new research from eGain.

Source: eGain