Another story that starts with me on an airplane!  I am flying from Atlanta, Georgia to Washington, D.C. the other day, reading the Wall Street Journal and I come across a story: “Your Airline Wants to Get to Know You”.

The article mentions that Airlines acknowledge they will never be the Ritz, but they are hoping to use technology to better personalize the customer experience for fliers.  Imagine an in-person apology the next time you check-in after they lost your luggage - how nice would that be!

OK, here is where I insert “advertisement”:  AirTran Airways is a client of Mansell Group’s - a wonderful company - please consider flying them.

Now back to the issue at hand.  The same day that I was reading this article about the future of customer service in the airline industry I received a marketing email from RemainNamelessTravel.com (of course not AirTran) that said “Do-not Reply”.  It got me thinking, “are you kidding”, you can email me,  but I can not email you back. 

A recent study found that 63% of all online commerce sites took longer than 24 hours to respond to an inbound email (service request).  I still get emails I can not even reply to and get an answer.  Email is the fastest growing customer service channel, but the study found that most are using their internal email (Microsoft Outlook) infrastructure to manage email. 

Did you know that Mansell Group has an inbound email management technology that can streamline your customer service email process and experience?  Take a look at NetAgent and learn more. 

Read the Payless Shoe Source Case Study!

We hope that all Mansell Group clients will not only use email as an outbound communications tool but also an inbound customer experience (support) channel.