Skip to main content

Save or Share this Report

For eBusiness & Channel Strategy Professionals

US Customer Service And Support Metrics, December 2008

Benchmarking Email Response Management Best Practices

February 13, 2009


  • By Zachary McGeary
  • with Carrie Johnson,
  • David Daniels,
  • Ina Mitskaviets,
  • Kate van Geldern

Why Read This Report

Of the 84% of sites offering email as a customer support option, only 44% provided auto-acknowledgements, according to a recent JupiterResearch WebTrack. Moreover, 81% of sites responded to email inquiries, but just 57% resolved email inquiries within 24 hours. Meanwhile, 23% of sites took more than three days to respond or were completely unresponsive. Email performance improved overall in 2008, but retail and travel struggled relative to 2007.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Purchase Report

This report is available for individual purchase ($745 USD).