InQuira, providers of Web-based self-service tools among other CRM solutions, took to the streets of San Francisco to find out the level of customer satisfaction when it comes to using online help for products and services. Not surprisingly, they found that almost all of the 300 people they randomly stopped on the street weren't happy with their searches.
The survey asked people when they purchase something new, where do they go to get information on how something works. More than 90% who use online sites had to compose multiple queries to get an answer to their question, and about half were satisfied with their answer before abandoning the Web and calling an 800 number for support.
Oracle announced last month that they are acquiring InQuira and integrating its products into their own line of CRM solutions.