Before reading on, you should be aware that my company that supplies an email management and distribution system. This post is not about the product. It is however, about customer service metrics.
I started my research by asking customers how long they are prepared to wait for a reply to their email. I now have a reasonable level of data. The data leads me to believe (and this is a grossgeneralisation) that most customers, that receive an acknowledgement email to confirm that their email has been received, would be “very satisfied” if they then received a personalised reply within an two hours and “satisfied” if they received a reply within four hours.
My biggest problem now is gathering data on how long it actually takes contact centres to reply. My customers can provide accurate data because they use Adaptive Messaging – and it provides it for them.
Other centres that I talk to use Exchange / Outlook or Lotus Notes and they simply cannot accurately track how many messages they receive, the service level that they deliver and the and average handle time per email etc.
I would be interested to hear from anybody else who has worked on the customer service metrics for email with a view to sharing data.