The viability of a business is built upon strong customer relationships – at the core of which is trust. Effective communications build customer trust.

The vast majority of customer communications occur electronically – and email is a primary media. Yet when customers conduct business via email, they may feel apprehensive:

• Will my message be intercepted, treated as “low priority,” or worse, not handled at all?
• Will my message be categorized improperly, and, if so, will I receive a boilerplate response to a question that I didn’t ask?

Effective communications occur when the customer can message within an environment that feels comfortable, such as, email – without jeopardizing quality of service.

Conversely, the business’s customer care agent must be trained to understand the unique communication characteristics of email versus instant messaging, voice and other customer-facing media. Similarly, customer care management must be able to measure the quality of email handling against business activity.

Therefore, this paper will address:

• The impact of email mismanagement
• Benchmarking and quality management
• VisNetic MailFlow’s approach toward humanizing the customer’s email experience, while strengthening the back office workflow

Next Email Mismanagement: Jeopardizing Customer Trust