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Samples in periodicals archive:
Slow response via email -While the average email response time was better, with nearly 35 percent of inquiring buyers receiving an email response in under an hour, previous Velocify research would suggest room for improvement, indicating the optimal time for email follow-up is 20 minutes.
The speed of email response has improved dramatically to an average time of 35 hours and 43 minutes--over one day less than the average email response time (66 hours 52 minutes) in a similar Eptica study in 2012.
For example, users accessing their e-mail accounts at the beginning of the workday can cause a sudden surge in demand causing slow email response times and poor network performance overall.
One fifth of organisations were unable to quote an average email response time, while web enquiries fared little better.
StellaService data will be displayed to provide consumers with detailed information about the following metrics across retailers: average time to reach a live agent over the phone, average email response time, average number of days to delivery, percentage of products delivered on time, number of days for their return policy, and number of days to issue a refund.
Agents can now seamlessly manage more than 14,000 customer calls and 1,000 emails per week from initial contact through resolution, and have reduced email response time to less than one day
While the average email response time was faster than response by phone, with nearly 35 percent of leads receiving an email response in under an hour, there is still considerable room for improvement for a process that is so easily automated and requires little effort to establish.
Achieved a 50 percent reduction in call response times and a 70 percent reduction in email response times