The Worst Customer Service is Email
March 20th, 2008 by brent
Anyone could tell you this. It’s pretty obvious. No one wants to have to resort to email to solve a service issue. There is great uncertainty in getting a response, and when and if you get a response, who is to say it will fix your issue. After sending back and forth email, it may be over a week before your problem is solved.
Researchers at Transversal have come to the same conclusion. They have found that only 46 percent of emailed questions receive an accurate reply, with the average response time being 46 hours. Transversal also showed that 28 percent of businesses do not respond at all.
If all your business has for tech support and customer service is an email, it’s clear your customers are calling for changes.
