Winning strategies for email management – Free White Paper

Over the last decade email has not only evolved into an entrenched medium for personal and business communications, it has also been widely adopted as a channel for customer service and support – with 92 per cent of web sites offering email for customer support.

To help improve email management ngenera CIM have made available a free white paper entitled ‘Winning strategies for email management’. 

To download your copy, please click here

With the steady growth in inbound email volumes, organisations are increasingly faced with the challenge of not only responding to their customers in a timely manner, but actually resolving customer issues via this medium. Failure to do so means higher customer service costs using traditional channels, like phone support, as well as reduced customer satisfaction. In many cases, email is the first interaction with an organisation. The quality of this first touch point can be critical to external perception.

As organisations grapple with this challenge, customers are expecting email response times to grow shorter and shorter. Ninety per cent of customers expect a response within 24 hours or less, while 58 per cent expect a response within 12 hours or less. Furthermore, high-value customers prefer email over the phone channel and are 2.4 times more likely than low-value customers to use email for customer service.

With firmly entrenched customer expectations when it comes to having an email option for customer service, it is the organisation’s responsibility to leverage the cost effectiveness of email while exceeding customer expectations. Successful email management results in increased customer satisfaction, improved agent efficiency, and reduced operational costs. This white paper suggests key winning strategies for providing an exceptional email customer service experience.

To download your copy of this white paper, please click here

http://www.literature-request.co.uk/nGenera/nGenera-email-white-paper.htm