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 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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