August 6, 2001, 12:00 AM

E-mail management market will explode, says report

The market for e-mail management software will reach $2 billion by 2007, spurred by escalating customer e-mail messages, says researchers Frost & Sullivan.

Kurt Peters

Executive Editor

The market for e-mail management software will reach $2 billion by 2007, spurred by escalating customer e-mail messages, says a report from San Antonio, TX-based researchers Frost & Sullivan.

"The dramatic growth rates in the e-mail management software market can be explained by the fact that the technology is an effective solution to a pressing customer service need," says Frost & Sullivan Industry Analyst Katrina Howell. "Companies are able to assign a fraction of the agents that would otherwise be required to respond to e-mail volumes reaching into the thousands."

The only solution besides applying management technology is to hire more customer service agents, Frost and Sullivan says.

The backlog of e-mail accumulated during any given day has caused customer care centers to ask employees to stay overtime. Some companies even have e-mail parties at night and on weekends where employees struggle to respond to the customer queries, says Frost & Sullivan’s new report, “U.S. E-mail Management Systems.” Frost & Sullivan also reports that more companies are aware of the consequences of delaying a response to customer e-mail inquiries. Studies have revealed that the number one complaint of online customers is the failure of a company to respond to an e-mail message within three hours, the report says.

"Within the space of a few years, e-mail has become one of the most common forms of customer communication," says Howell. "This has transformed e-mail into a severe pain point for numerous businesses, giving rise to the pressing need to adopt e-mail response management systems."

 

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