For eBusiness & Channel Strategy Professionals

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	April 14, 2008 US Customer Service & Support Metrics, December 2007 by Zachary McGeary with David Daniels, Patti Freeman Evans, Belis Aksoy, Richard Gans, Diane Clarkson

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Executive Summary

Consumers continue to leverage e-mail for customer service, but their satisfaction with the channel remains mired. A recent JupiterResearch WebTrack provides the most current snapshot of the overall e-mail customer service landscape.

Key Questions

• How well are companies meeting consumers' expectations of online customer service?
• What are best practices for using auto-acknowledgements regarding customers' inquiries by e-mail?

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