Voices of CRM

A SearchCRM.com blog covering the latest CRM news and trends.

» VIEW ALL POSTS Jul 22 2008   10:43AM GMT

Esteban Kolsky on email customer service



Posted by: Barney Beal
Tags:
call center software
email service
online service

Esteban KolskyThink the days of email as a useful customer service channel are over? Esteban Kolsky, vice president and practice leader at Kana Software and a former analyst with Gartner, says he’s seen customer service via email make a comeback.

Companies are finding that, for some service requests, email is both cheaper and more effective than phone support. Drawing on his research as an analyst and experiences since joining Kana, Kolsky offers best practices and market insight.

In this 15-minute podcast, listeners will learn:

  • How — and why — email is re-emerging as an effective channel for customer service.

  • How companies are leveraging automated email service.

  • What metrics to use when measuring email service initiatives.

  • How the 80/20 rule applies to email service.

 Comment on this Post

 
There was an error processing your information. Please try again later.
Thanks. We'll let you know when a new response is added.
Send me notifications when other members comment.

REGISTER or login:

Forgot Password?
By submitting you agree to receive email from TechTarget and its partners. If you reside outside of the United States, you consent to having your personal data transferred to and processed in the United States. Privacy

Forgot Password

No problem! Submit your e-mail address below. We'll send you an e-mail containing your password.

Your password has been sent to: