Is email useful as a way of providing customer service? Pete Slease, a Customer Contact Council member advisor, apparently doesn’t think so. On the CCC blog in February, Pete wrote: Call me the jaded contact center geek, but it seems that the usefulness of email as a service channel has expired. I recognize some B2B [...]
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My sister-in-law is due for some very specialized heart surgery. She has to travel from Hawaii to Los Angeles for the procedure. For several weeks she was emailing the surgeon’s office, trying to confirm the day and time of her procedure, pre-op appointments, preparatory instructions and the like. Irritatingly, the surgeon’s office never replied. Finally, [...]
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Today’s post is from John Wechsler, President of FormSpring. The company, which recently partnered with Email Center Pro, focuses on data collection and management through the use of Web-based forms. As a service, FormSpring ties together improved customer relationships with business success. Sounds very much like the Email Center Pro approach. “What lies behind us, [...]
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I try not to get too upset by the texting-based trend of contracting perfectly good words to a rebus of sometimes indecipherable characters. But mostly I just shrug it off because I don’t use those gadgets and tools that specialize in reducing communication clarity. But sometimes I get a chuckle or good laugh out of [...]
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It’s nice when Guy Kawasaki writes about/alludes to/makes cursory mention of the product or service into which you pour a significant portion of your waking hours. It means more than enjoying an influx of traffic to your website (a handy side-effect, no doubt). It’s also an encouraging validation that you’re taking some steps in the [...]
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Every so often (a rather ambiguous date range, don’t you think?) the demise of email is predicted. It’s a pain. It’s a spam-laden nightmare. It’s archaic and clunky. It’s possible that you, too, see email through this lens. But I’m going to hazard a guess and say that, regardless, email is still an essential part [...]
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Here’s an interesting view of the dashboard I now have on my timberry.com e-mail. This line chart compares my e-mails received to my e-mails sent. Hmmm . . . It looks like I’m falling behind, doesn’t it? If yours got lost, I apologize. Then again, if you were spamming me or, for that matter, sending [...]
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The science behind email behavior is extensive, I’m sure, and not something that I purport to know much about, from a factual standpoint. Most of the email-based thoughts and assumptions I make throughout my day are driven by a fair bit of intuitiveness — with a dash and a half of instinct and a peppering [...]
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I was in San Francisco two weeks ago for Office 2.0 conference. The effort was the third installment of Ismael Gahlimi’s pledge to bring together leading minds in the Web 2.0 space for a 3-day discussion about moving the duties associated with work off of the hard drive and onto the Internet — exclusively. That [...]
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