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Email is Alive and Well in eCommerce Customer Service – 7 Stats to Prove it

Jan 26, 2017 | Posted in Customer Experience, eCommerce by goMoxie

Email has long been one of the most pivotal aspects of customer service in eCommerce. While other means of communication–such as Live Chat and contextual guidance–are helping to better connect brands and their customers, email management will always be a pillar of selling products or services online. Here are seven statistics that illustrate why it’s so critical for brands to invest in a reliable, scalable, mobile-ready email management platform for online sales.

1. Leading Means of Contacting Customer Service

From 2012 to 2014, the percentage of customers who said they contacted customer service via email grew from 58% to 68%. (Forrester) Tweet ThisTweet: From 2012 to 2014, the percentage of customers who said they contacted customer service via email grew from 58% to 68% via @forrester https://bit.ly/2k3RMF2

2. Email Usage vs. Phone Usage

From 2010 to 2013, email usage increased from 56% to 58%, while phone usage remained flat. (Forrester) Tweet ThisTweet: From 2010 to 2013, email usage increased from 56% to 58%, while phone usage remained flat via @forrester

3. High Expectations

41% of consumers expect an email response within six hours, while only 36% of retailers respond that quickly. (Forrester) Tweet ThisTweet: 41% of consumers expect an email response within six hours, while only 36% of retailers respond that quickly via @forrester

4. Hello? Anyone There?

14% of companies do not respond to emails at all. (Forrester) Tweet ThisTweet: 14% of companies do not respond to emails at all via @forrester

5. Assistance on the Go

80.8% of users report reading emails on mobile devices. (HubSpot) Tweet ThisTweet: 80.8% of users report reading emails on mobile devices via @hubspot

6. Led Astray

Analysts pretending to be prospective buyers sent emails to online retailers asking about products and services. 83% of small to medium sized businesses responded with inaccurate or incomplete answers. (BenchmarkPortal) Tweet This83% of SMBs responded to test emails asking about products and services with inaccurate or incomplete answers via @BenchmarkPortal

7. No Phone, Please

38% of customers prefer to talk to customer service online or via email about simple issues. (American Express) Tweet This38% of customers prefer to talk to customer service online or via email about simple issues via @AmericanExpress

How to Simplify and Streamline Your Email Management

Is your customer service team struggling to manage customer email inquiries and drive conversions? goMoxie’s email and full goMoxie Suite solutions provide the communication, productivity and tracking tools you need to transform email from a weakness to strength, across all devices. We’re here to help you Be There for your customers through every step of their online journey. Learn more about goMoxie Email Management. Tweet ThisTransform email from a weakness to strength and be there for your customers through every step of the online journey.