Tesco site 'should offer email contact options'

Category: Ecommerce

March 17th 08, 11:30

The web presence of Tesco would be improved by email contact options, an industry publication has pointed out.

A new E-consultancy article has asserted that the site is let down by its restrictive customer relations menu, observing that consumers are instructed on how to phone or write to the company but are not given the opportunity to email.

Customers often prefer emailing as an alternative to waiting on the telephone or writing and waiting for a reply.

"Emails can allow a quick response, and can also take pressure off call centres, as long as queries are answered in a timely fashion," the news resource recommends.

Other recommendations the publication gives to Tesco's e-commerce presence include losing drop-down menus - said to hamper the user experience - and providing more filtering options, to prevent users from having to "trawl" through numerous pages of results.

A recent University of Iowa study indicated that consumers may be more likely to make a purchase when faced with a limited number of choices than when given a proliferation of options, reported eMarketer.

This news story was brought to you by Bluhalo, a leading UK digital agency.

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