Best And Worst Of E-Mail Customer Service, 2005
TechWeb’s messagingpipeline has an article on the recent Forrerster Research report Best And Worst Of E-Mail Customer Service, 2005.
The gist of the report is that 54% of consumers use email asking for customer service. The report points out that most government agencies and businesses are doing a poor job of “answering the mail.”
The article highlights 3 key problems and 5 recommendations by Forrester Research.
Among the problems are failure to deliver essential content, (more…)
