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US Customer Service & Support Metrics, December 2007

Published by: Jupiter Research Corporation

Published: Apr. 14, 2008 - 4 Pages


Table of Contents


Consumers continue to leverage e-mail for customer service, but their satisfaction with the channel remains mired. A recent JupiterResearch WebTrack provides the most current snapshot of the overall e-mail customer service landscape.
Key Question - How well are companies meeting consumers' expectations of online customer service?
Key Question - What are best practices for using auto-acknowledgements regarding customers' inquiries by e-mail?

Abstract

Consumers continue to leverage e-mail for customer service, but their satisfaction with the channel remains mired. A recent JupiterResearch WebTrack provides the most current snapshot of the overall e-mail customer service landscape.

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