Email Applied: Email’s Mounting Role in Customer Service

Any merchant should have these messaging programs in place. They create richer and more relevant user experiences that recipients like, and typically have much higher open rates compared to other emails.

A recent study by the e-tailing group found that 16 percent of sites fail to send shipping confirmations. It also found that only 11 percent send back-in-stock notices. So the majority of merchants are missing the opportunity to recapture sales.