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
Two standouts with stellar response times were RedEnvelope (nine minutes) and L.L.Bean (16 minutes). RedEnvelope guarantees on its site that the company will respond ASAP, and L.L.Bean promises 20 minutes; both deliver on those promises!
3. Answer the question. If your company uses automated customer service technology, double-check each automated reply to make sure it really answers the question. It's helpful to have a machine-generated response that acknowledges the email and provides a time frame for a human response, but in order for the response to be effective, it has to answer the question.
Related Content
Comments
