Companies Fail to Respond to Customer Email

The majority of companies in the US and Canada with sales of over US$250 million are failing to respond adequately to emails with high-value purchase intent and are missing out on revenue opportunities according to an eGain survey conducted in July 2004. Three hundred companies were surveyed, and key cross-industry findings show that 41% of companies did not respond while only 17% responded with an accurate and complete answer.

The retail sector performed the best with 53% responding within 24 hours. Financial services companies were the least responsive with 59% not sending any response.

Smaller enterprises should take note from this failure of larger companies and see it as an opportunity to deliver better customer service. Firms selling customer relationship services to companies should recognize these poor marks for the opportunity they present.

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