Tattersalls continues to build its online sales thanks to clever advertising and to a strong follow-up email campaign. I signed up as a Tattersalls online customer last year. Now, whenever there is a jackpot I receive an email reminding me to purchase. I can click on a link in the email and purchase online. It’s fast.
The only challenge is that I lost my password so I emailed Tattersalls ten days ago and have received no response. So, while their marketing is strong, the back end to their online offering needs work.
Like any customer experience, I’ve told plenty of people abut Tattersall’s not responding to my simple customer query. Their failure to assist me in a timely manner is a common problem with online businesses.
My personal experience of Tattersalls customer service failure is interesting in that Tattersalls agents (including my newsagency) are regularly mystery shopped and rated by Tattersalls. They drive agent to focus on customer service. This focus works. It delivers a consistently better customer experience. If they are to succeed online they need similar focus on service. However, I’m happy if the online experience is second class because I’d much prefer lottery customers purchasing over the counter in stores like mine.