Voices of CRM

Jul 22 2008   10:43AM GMT

Esteban Kolsky on email customer service

Barney Beal Barney Beal Profile: Barney Beal

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.

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