Most large organizations route all phone traffic to a common phone number. Increasingly customers and potential customers opt to contact via email, often put off by long call handling delays or just find it more concise to put their thoughts down on an email.

 

Unlike the ACD capability of the phone system, email often ends up with the wrong person or department and is easily lost deliberately or unintentionally.

 

Using our content driven mail server, the mail can be routed to the correct department; it can also ensure that no single department receives more than their daily mail allocation.

 

eemerge will either speed up the response time or save on headcount, or both.

 

 

 

While e mail is the fastest-growing channel for customer service, ……    a third of all U.S. companies don't even bother to open the customer e-mails they get, let alone respond to them.

 

Meanwhile, roughly 45 percent of companies that do answer e-mail take up to 24 hours; the rest can take as long as three days. The reason, (says Zach McGeary, an analyst at Jupiter Research) only about 25 percent …have deployed an email response management system. "Companies aren't investing in the appropriate technologies"

Bad E-mail Response Equals Bad Customer Relations 2005

 

 

 

Thu Jul 12 2007

 

A slow response to customer emails can be hugely damaging to UK businesses, according to a survey released today by Fasthosts Internet, the UK’s largest web hosting provider.

A survey of 1300 British consumers revealed that a slow response to a customer’s email enquiry will negatively affect business image and directly lead 89% of consumers to choose a competitor.

 

78% of consumers surveyed were disappointed by a slow response to email, with the average consumer sending three emails before receiving a satisfactory response.

 

A further survey of 500 UK small businesses found that one in five UK SMEs had received a complaint specifically about their slow approach to email, and 56% had no policy in place concerning their response time.

 

Fasthosts’ ‘Customer Service Email Study’, performed by research company Tickbox, found that for British consumers, waiting too long for a response to an enquiry is their biggest gripe when emailing a business.

 

Unhelpful automated replies came second with 66% of consumers affected and 40% had found out-of-date email addresses.

 

The research also revealed that email response time directly affects brand loyalty and a consumer’s purchasing decision. Over 90% of consumers admitted to being more brand-loyal and more likely to increase spend with a company who responded swiftly to their email enquiry.

 

 

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