For Customer Experience Professionals

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	September 22, 2008 Online Self-Service Case Study Carfax Cuts Support Costs and Raises Quality Through E-mail Deflection by Zachary McGeary with David Daniels, David Schatsky, David Schatsky

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Executive Summary

Context: The overwhelming popularity of e-mail as a support touch point has increased the volume of asynchronous communication, challenging organizations to maximize e-mail management efficiencies. Thirty-one percent of sites in a recent JupiterResearch WebTrack took three days or longer to respond to service e-mails or were completely unresponsive. As e-mail service inquiry volume continues to increase, it will likely only exacerbate such flaws in customers' online experience.

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