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(Misc) Email Response Times Lag still
Coreen Bailor reports on the issue of customer service via email, with some harrowing news for business.
Surveys show that anything up to half of incoming emails get no response at all. And those that do respond often provide inaccurate or incomplete answers.
Possibly forgivable for one-man businesses with lots on their plate (OK, I'm trying to find an excuse for myself, here), but certainly not for larger companies with brands to worry about.
As one quoted analyst notes, if you can't service people properly by email, then don't give out an email address.
Coreen Bailor reports on the issue of customer service via email, with some harrowing news for business.
Surveys show that anything up to half of incoming emails get no response at all. And those that do respond often provide inaccurate or incomplete answers.
Possibly forgivable for one-man businesses with lots on their plate (OK, I'm trying to find an excuse for myself, here), but certainly not for larger companies with brands to worry about.
As one quoted analyst notes, if you can't service people properly by email, then don't give out an email address.
Permalink | September 02, 2005 |
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