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Best Practices: Email Customer Service

WHITE PAPERS


Email is Dead, Long Live Email

Quiz time. Are these myths or reality?

  • Email is no longer a preferred contact channel for customers
  • It is OK to respond to emails in a day
  • Email has the lowest cost per contact on assisted channels
  • Customers are generally satisfied with email-based service

In this video, Anurag Juneja discusses the myths surrounding the email channel, whether it will survive or give way to Snapchat and the newer breed, and its role in customer engagement. He also discusses what makes effortless messaging, and includes proactive notification and secure messaging in the mix.


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