The Real Costs Associated with Email-Based Support

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Lack of Reporting and Oversight

Sixty percent of those on email support can't report on team performance.

Email is a great tool for simple communication. However, it does not offer a way to track and report on activities and performance. Teams are not able to identify trends or areas that need improvement, nor can they properly plan capacity, budget or headcount.

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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