The latest research reveals the average customer expects companies to respond to their emails within just four hours.
That’s scary fast for many contact centers. One manager exclaimed, “There’s no way we can do that!”
Like it or not, email isn’t going away. A 2014 study from Parature indicated that email is still the second most preferred customer service channel (after phone).
The trouble is it’s an analog channel in an era of instant service. Gone are the days when customers would connect their dial-up modem to check email once a day.
Today, customers check their emails constantly.
The Four Hour Email Challenge
I’m throwing down the gauntlet and challenging contact centers everywhere to meet the new four hour standard.
This post can help you get there if four hours is already within reach. If it isn’t, this post can still help you improve responsiveness. Progress is good!
Let’s start with a little benchmarking. (Click here if you can’t see the poll.)