The Real Costs Associated with Email-Based Support

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Unable to Assign Tasks

Sixty-five percent of the time, the service desk manager can't assign work to agents efficiently.

Relying on email support via a single email box often leads to agents colliding with each other and redoing work that has already been done. Multiple agents can respond to an email, unaware that another agent has already replied. Conflicting information may also be given, creating customer dissatisfaction. Or worse, no one replies to a service request because they believe another agent will handle the issue – leading to an unhappy employee on the other end. By investing in a service tool, issues can be assigned to only one agent.

By 2017, 132 billion business emails will be sent and received per day, and by the time you finish reading this, 20 billion more business emails will be written.

Email has been our go-to mode of communication for some time now. And, while it's great for conversation, email often gets used in parts of the business where it's not scalable -- including internal support.

A few email exchanges may seem harmless and inexpensive, but as your company grows, your internal service desk will become flooded with email requests and have no way to prioritize, categorize, assign or deflect them. The result? Lost tickets, wasted time by agents and unhappy employees.

Until now, there have never been data points or research on the real costs associated with email-based support. Recently, CE&I research partnered with JIRA Service Desk to conduct primary research on this topic. They surveyed customers who either rely only on email support or have relied only on email support and then invested in a service management tool.

This slideshow features highlights from their study.


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