For Customer Experience Professionals

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November 18, 2008

Benchmarking E-mail Customer Service

Evaluating People, Processes, and Technology

by Zachary McGeary

with David Daniels, Ina Mitskaviets

This is an excerpt

Executive Summary

Lackluster e-mail response times continue to plague the online customer service landscape. A broad failure of organizations to implement e-mail automation applications has decreased consumers' satisfaction with e-mail support. With dedicated resources and appropriate technology, companies can improve response effectiveness and efficiency, while decreasing the cost per contact of e-mail.

TABLE OF CONTENTS

itemExecutive Summary

itemE-mail Maintains Key Role in Online Customer Service, Despite Terribly Inaccurate Performance Measurement

itemE-mail Inefficiencies Can Be Sustainably Addressed Through Integrated Self-Service

itemAgent Work Flow and Routing Must Facilitate Measurement

itemFocus on Productivity Measurement, Reporting, and Integration to Address Key Market Concerns

itemReport Methodology

This is an excerpt

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ALSO OF INTEREST

RESEARCH CATEGORIES

Technology

Customer Experience, Channel Design Strategies, Packaged Applications, Customer Relationship Management

Geography

Asia Pacific, Europe, North America