New research from customer relationship management software provider SuperOffice finds that 62 percent of companies do not respond to customer service emails.
SuperOffice wanted to find out if these numbers were accurate and so they conducted their own customer service performance analysis of 1,000 companies, both large and small organizations, around the world.
To conduct the research, SuperOffice sent a customer service request to each company with two questions and scored results on how fast the companies responded, the support content, quality and tone of the response.
Businesses continue to emphasize how important their customers are, yet the number of companies that do not respond to customer requests has continued to grow.
Here are the key findings from the new study:
- 62 percent of companies do not respond to customer service emails
- 90 percent of companies do not acknowledge or inform the customer that an email has been received
- 97 percent of companies do not follow up with customers to see if they are satisfied with the response
- Only 20 percent of companies are able to answer questions in the first reply
- The average response time to handle a customer service request is 12 hours and 10 minutes
As a crowded comms landscape makes it increasingly more difficult to reach customers, smart communicators are turning to creating experiences that cut through the clutter. New research provides brands some much-needed guidance as to what drives ROI for experiential...
Staying current with the latest business trends available is not merely helpful—it’s essential to the longevity of your business. Only 12 percent of Fortune 500 companies operating in 1955 survived to the year 2016. You can be sure that the ones that thrived were...
New research from Newsweek Media Group investigates the rise of sustainable and responsible (or ESG) investing, and finds that while the Paris Climate Accord and the adoption of the UN Sustainable Development Goals (SDGs) in 2015 have boosted growth in ESG investing...