Email Applied: Email’s Mounting Role in Customer Service
There are myriad ways to please customers with email, but only so many do it properly
2. Respond in a timely fashion. To provide a good customer experience, respond to a query as soon as possible. A best practice is to answer inbound emails within 24 hours. The same study cited above showed that of those companies that did respond to the customer service emails, just 29 percent replied within 24 hours.
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