| ||
|
|
|
Posted: Thu, April 3, 2008
Customer services said to be stretched by email expectationsCustomer expectations of the time it takes a customer services department to respond to their emails are increasing every year, and many organisations are finding it difficult to keep up, it has been claimed.According to Numero, a customer interaction firm, 69 per cent of internet users expect to receive a same day response to their emails, while the remaining 31 per cent expect to have a reply within 48 hours at the very most. "Consumers are increasingly choosing to contact customer service departments via email, but businesses are slow to recognise the need to deliver the same level of service a customer would get face to face or even on the phone - via email," explained Tim Easton, director of Numero. "We face a growing volume of email and sadly, customer service operations that haven't upgraded their email systems to cope with this growth, believing that Outlook or a traditional email management solution plus some extra contact centre agents will handle the problem, are now buckling under the strain." He explained that many customer services teams cannot respond to the growing expectations of customers because they are poorly resourced and have inappropriate resource tools. 
© Adfero Ltd
|
|
|
Subscribe to ITWales Updates Click Here! |