March 15, 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, poor message headers, and poor layout of the followup email.
I encourage you to click through and read the article and the five recommendations. The complete Forrester Research report sells for $349 and is available for purchase on the company’s website.
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