Trends Report

US Customer Service And Support Metrics, December 2008

Benchmarking Email Response Management Best Practices

February 13th, 2009
Zachary McGeary
With contributors:
Carrie Johnson , David Daniels , Ina Mitskaviets , Kate van Geldern


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.

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