Making Email a Part of the Web Self Service Strategy
With emails companies can reduce their cost per contact by up to 75-80 percent compared to phone interactions as
emails are said to be one of the fastest growing customer service channels.
Although Web...
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Making Email a Part of the Web Self Service Strategy
With emails companies can reduce their cost per contact by up to 75-80 percent compared to phone interactions as
emails are said to be one of the fastest growing customer service channels.
Although Web self service, Web chat and
communities receive more ink and visibility, email continues to grow steadily and while customers want to use email,
the reliability and quality of this channel has have not always been dependable, thus leading to growing customer
frustration and higher service costs.
Therefore managing the email conversation with customers requires processes that
ensure speed, quality and consistency of response at all times.
How email can be a part of the self service strategy
Although self-service options may not always be successful, it is important to make it easy for customers to continue to
do business with the company, and do your best to minimize more costly telephone contacts.
Many companies still do
not incorpo
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