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Posted: Tue, March 18, 2008
Email called worst form of customer serviceEmail is the worst channel for a customer service response in the UK, new findings have indicated.According to the third annual Multi-channel Customer Service study from Transversal, emailed queries are often answered late and inaccurately. The e-service provider assesses the emailed, telephoned and website-based responses of 100 UK companies. It found that just 46 percent of the emailed questions received an accurate reply, with the average response time being 46 hours. Transversal also revealed that 28 percent of the firms analysed did not respond at all. Dee Roche, director of marketing at Transversal, was disappointed by the findings. She said: "Our research has uncovered shocking failings in the customer service email channel. Companies are playing ping pong with email enquiries, pushing them back to the web or forcing consumers to call contact centres." "What is the point in paying staff to respond to customers' questions badly?" Nonetheless, the study also found that 28 percent of the companies assessed issued a useful response in ten minutes. 
© Adfero Ltd
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