The Real Costs Associated with Email-Based Support

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Investing in a Service Tool

Sixty percent of respondents relying on only email support reported that they plan on investing in a service tool in the near future.

Investing in a service tool can mitigate the pain of lost time and efficiency. Indeed, for those who have invested, the top benefits that they saw were:

  • Increased productivity 
  • Meeting service-level agreements
  • Employee satisfaction

By investing in a service tool, those using only email support anticipated managing the inefficiencies and costs of being on email support more effectively – leading to faster response times and delighted employees across the business.  

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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