Optimizing email for the modern customer service environment – free paper

Call Centre Helper recently found that 26 percent of contact centers rank email as their fastest growing form of communication, and as the most-used first channel of support for customers. It’s the underrated, underappreciated workhorse of the contact center. Find out how to make the most of your email support program.


This paper covers:

  • Expert tips from Forrester, Google, Shopify, Zappos, and others, on maximizing your email support program
  • Vital email customer service metrics to drive positive results
  • Best practices to ensure brand consistency and compliance
  • Opportunities to utilize email data for an improved customer experience

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From the paper

According to Microsoft’s 2016 Global State of Multichannel Customer Service Report, email ranks as the channel that consumers most typically use for customer service issues. And when consumers want to lodge a complaint, email is the preferred channel over both phone and social media.