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Companies that have implemented or considering investing in e-mail automation applications need to take a close look at such issues as e-mail response times, which significantly affect consumer satisfaction. The quality of the service experience increasingly factors into the consumers’ purchasing decision and has long reaching implications on retention, revenue and brand equity.

A recent Jupiter Research WebTrack revealed that among sites offering e-mail as a customer support option, just 33 percent acknowledged the receipt of such messages. Moreover many companies are struggling to create contact center efficiency as processing costs for some are rivaling phone cost per contact.

This Webinar explains how companies should approach inbound e-mail automation and online customer relationship management in the context of customer service.

Attend this Webinar and learn:

• Consumers' attitudes and expectations about online customer service
• The top 5 best practices for improving e-mail management efficiency and effectiveness.
• The factors that will determine whether your organization should invest in technology and internal resources or outsource email handling altogether.
• The role of offshore outsourcers.
• The financial impact that e-mail automation applications and outsourcing have on contact processing costs.
• Tactics for selecting and implementing inbound e-mail management applications.