05.02.10
If
customer contact centres offer multichannel communications, they must ensure that a response is provided to every single enquiry.
This is the view of Joe Brown, general manager of Europe, Middle East and Africa at RightNow Technologies, who says that when customers send an email or leave a message, they expect a quick and meaningful response.
"As a preferred interaction channel, email communication is an effective way for organisations to answer questions, resolve issues and guide your customers along the customer journey," he noted.
However, Mr Brown said care is required to ensure responses are "consistent and timely to avoid causing frustration" for the both the customer and call agents.
He urged communication managers to ensure their email management solution enables them to track the progress of each correspondence.
David Cole, managing director of market research firm fastMAP, recently claimed that many consumers prefer email to other forms of communication.
Industry News from CCT - Leading
Avaya Platinum Partner & Contact Centre Specialist
