Winning Strategies for Email Management
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Overview: This paper discusses Winning Strategies for Email Management. Because of the steady growth in inbound email volumes, organizations are increasingly faced with the challenge of not only responding to their customers in a timely manner, but actually resolving customer issues via this medium. Failure to do so means higher customer service costs via traditional channels like the phone, as well as reduced customer satisfaction. As organizations grapple with this challenge, customer expectation of email response time continues to decrease. 90 percent of customers expect a 24 hour or less response time.