Monday, October 15, 2012

email still the poor relation?

I've raised this issue before [see email - still the poor relation of customer service? ] - I'm sure if I rang eon someone would answer the phone straight away, so why does it take five days [yep, that's five days] to answer an email?

I have still not had a reply - this is from my email in-box:

After nearly two weeks I gave up waiting and sent another message - to which I received a response within a couple of hours.

This article is about social media rather than email, but the viewpoint is similar to mine, see: Customer Response Times: Might Take Hours Via Social, Seconds By Phone

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