New research suggests that email is the best customer service channel, but do retailers have room for improvement in this area? Email is the most effective customer service channel, according to new research. It is offered by 99% of companies, and 73% of emails surveyed received a satisfactory response. This is one of the results of Eptica's study (fill-in required) on multi-channel customer experience. Eptica analyzed the performance of 500 companies across social, email, web and chat customer service channels. He doesn't look at customer service over the phone, which seems like an omission because he's still important even in a digital world. If customers have an urgent query, they are more likely to pick up the phone and dial the number, although that can mean a world of pain when trying to contact certain businesses.
I've experienced waits of ten minutes or more when contacting online retailers, which is pretty much unacceptable in my book. It makes the email contact option more appealing as I can ask a question and save time that would otherwise be wasted in call queues. If managed properly, it can also take pressure off call centers and allow businesses to take E-Commerce Photo Editing Service the time to investigate issues and provide information without keeping a customer waiting in line. Email customer service response times Email offers a faster response time than Twitter and Facebook, but neither of those numbers are particularly impressive. For relatively urgent requests, these response times are totally insufficient. fastest-channels1 Customers expect better too.
There is quite a big gap between customer expectations and reality. Email, however, more closely matches these expectations. customer-expectations-customer-service in the study, 81% of companies responded to emails, which means 19% failed completely. Is it easy to email retailers? One of my issues with customer service is actually finding an email address or a form. It can be as simple as providing an email address on a page, but that's rarely the case. Many sites seem to be set up to hide this option , routing customers to the dreaded FAQs and contact forms before allowing them to send a simple email. Walmart is one such culprit. After clicking the email link you can expect an email address, but instead we have a three page contact form to fill out first.