One-to-One Service.com Releases Results of e-Response TestChampaign, IL, November 16, 1999 - The results of research by One-to-One Service.com to evaluate email responses to customer inquiries revealed a sobering statistic -- Only 13 percent of organizations tested actually answered customer email at all. Analysis of the results of One-to-One’s e-Response Test also determined that companies that do respond often provide insufficient or ineffective answers, and rarely capitalize on the marketing opportunities offered by electronic interaction.
"Without the use of email management systems, customer inquiries get lost in the shuffle," said Scott Whitsitt, President and CEO of One-to-One Service.com. "Organizations need to address the specific concerns of text-based communication in order to build positive, lucrative relationships with customers."
The 772 email messages comprising the e-Response Test were sent to the generic email addresses listed on the web sites of selected organizations. Each email message requested basic customer service information. Over the course of five weeks, only 100 responses were received. These 100 responses, including both customized and automatic responses, were evaluated for response time, tone, grammar, informational content, format, and marketing opportunities. Other issues, such as the use of tracking numbers, inclusion of web links, and use of personalization and/or customization, were also analyzed.
The results and analysis of the e-Response Test are available in a report from One-to-One Service.com called "The State of Internet Customer Service." This report examines how organizations are attempting to deal with the shift from voice- to text-based communications. The report is available on the One-to-One Service.com web site.
About One-to-One Service.comOne-to-One Service.com is a leading provider of web-based email response management and workflow software (iService®) that is easy to implement and enhances each customer interaction. iService routes and manages customer email inquiries, provides a powerful self-help web site, and captures a complete history of every customer interaction whether online or offline. iService is available as an on-demand or on-premise solution and is easily customizable to integrate with your existing web site.
Formed in 1997, One-to-One Service.com is a veteran in the email response management and eCRM industry. Located in Champaign, Illinois, One-to-One Service.com can be reached at 217.398.MAIL (6245) or on the Web at www.1to1service.com.
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For more information contact:
Scott Whitsitt
One-to-One Service.com
(217) 398-6245, ext. 121