05:58:22 pm on June 3, 2008 |
Little did I know when I started writing my last post and some other people also had strong opinions about email. Since I published that blog, I found entries related to using Email in support organizations in two other places.
As you probably figured out, mine is a positive blog entry. I do believe that Email has its place in the customer service organization, that is quite powerful when done properly, and that it does not take much more than a commitment to do it right. However, others are not so convinced.
Glenn Ross writes in his latest blog about diversifying your communication with your customers, including really taking a survey on what email does and whether and how to continue. While he does emphasize he is a believer in email, he also says he believes more in new communication tools and technologies, social networks, and Web 2.0 methods. While I don’t disagree, I don’t see the value that it brings to customer service – yet.
On the other end of the spectrum, my good friend John Ragsdale over at SSPA wrote an entry about the death of support email. Well written article, and he does make some valid points. I responded to him that the problem is not in the tool, but rather the implementation of the tool. That most companies don’t take the time to do it right.
Alas, I truly believe this. I find that any technology or tool could be useful, in certain circumstances, when properly implemented. I truly, honestly believe that if more people were to advance their email implementations (auto-responses, structured web-forms, specific transactions, knowledge repositories integration among other things) we would not be having this discussion.
Now, consider this before you respond to my question… in a recent survey we discovered that email’s growth rate is 28% year-over-year, just a smidget below web self-service (29%) and Chat at 35% (these are CAGR 2007-2009). Now, with that in mind…
What do you think? Is Email dead? In life support? Thriving? please, let me know what you think… either comment below, or email me (ekolsky at evergance . com).Advertisements