IBusinesses have a lot of room to improve customer service support provided via e-mail, according to JupiterResearch
Response times to customer e-mail inquiries worsened compared with December 2004Ó
A 25% responded to an email question within 6 hours, down from 28% in December 2004
20% responded within 6 to 24 hours
39% took 3 or more days to reply or never responded
OÕConnor. (2006). Study: E-mail customer support deteriorates: Some companies never respond to e-mail requests sent http://www.computerworld.com/softwaretopics/software/groupware/story/0,10801,109771,00.html
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